Delivery Excellence Manager- East

Glean is the Work AI platform that helps every worker make smarter decisions with AI. What began as the world’s most advanced enterprise search has evolved into a full‑scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business—without vendor lock‑in or costly implementation cycles.

At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context‑aware responses for every employee. These foundations power Glean’s agentic capabilities—AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise, world, structured, unstructured, historical, and real‑time.

The result is measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.

Delivery Excellence Manager (DEM) who will lead and orchestrate successful implementations and long‑term customer engagements, ensuring technical deployments are efficient, proactive strategic guidance is delivered, and joint success plans are executed. DEMs collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements.

• Help customers achieve real business outcomes through the use of AI.
• Serve as the primary lead on new customer deployments, providing hands‑on guidance for SSO setup and connector configuration.
• Own the end‑to‑end delivery from kickoff to go‑live through renewal, ensuring clarity on expectations for all stakeholders, timelines, and services budget.
• Create and execute joint success plans that drive additional adoption, deepen engagement, and result in measurable business value.
• Develop, communicate, and execute tailored project plans; facilitate cross‑functional collaboration across delivery, operations, and technical teams.
• Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary.
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
• Proactively identify risks or blockers and drive resolution—escalating internally when appropriate.
• Guide and document improvements for onboarding processes, playbooks, and best practices.
• Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives.

• 3–5 years of experience in technical deployment, implementation management, or technical account management of SaaS products.
• Strong understanding of software development life cycles and methodologies, including Agile and Dev Ops practices.
• Familiarity with cloud platforms (AWS, GCP, or Azure) and related services.
• Excellent analytical and problem‑solving skills, with a focus on troubleshooting technical issues as well as building consensus around outcomes and success measures.
• Strong organizational, project management, and communication abilities.
• Proven experience serving enterprise clients in both strategic, consultative and tactical, hands‑on roles.
• Experience with process documentation, playbooks, and continuous improvement initiatives.
• Solutions‑oriented mindset; trusted advisor capable of owning escalations.
• Capable of handling ambiguity and thriving in a fast‑paced environment.

• This role is hybrid (3 days a week in our Nashville office).

Compensation offered will be determined by factors such as location, level, job‑related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time‑off policy, and the opportunity to contribute to a 401(k) plan. When you join, you’ll receive a home office improvement stipend, as well as annual education and wellness stipends to support your growth and wellbeing.

We are a diverse group of people and we want to continue to attract and retain a diverse range of people into our organization. We are committed to an inclusive and diverse company and do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.