AI Success Manager, West Full Time

About the Role

As an AI Success Manager, you will be a trusted advisor and strategic partner to a portfolio of Glean’s strategic and enterprise customers. You will work directly with executives, business leaders, technical teams, and practitioners to understand their goals, workflows, personas, and challenges.

You will help customers imagine what is possible with Glean and rethink how work can be done across their organizations. This includes uncovering opportunities they have not yet identified, shaping new AI-powered ways of working, and turning those ideas into practical use cases and adoption plans.

You will own the full customer journey - from understanding the business and defining the opportunity, through use-case design, deployment readiness, end-to-end deployment, change management, adoption, measurement, and expansion. You will be accountable for helping customers move from ideas to production and from production to measurable business results.

You will own the overall customer plan and outcomes, while partnering with AI Outcomes Managers on function-level enablement, prompting, agent building, and user adoption.

In This Role, You Will

• Build trusted relationships with executives, business leaders, technical teams, and practitioners; understand their goals, workflows, personas, and challenges.
• Help customers imagine what is possible with Glean and identify new ways AI can improve how people and teams work.
• Discover and prioritize high-impact use cases, then turn them into clear roadmaps with owners, milestones, and success measures.
• Own deployment readiness and lead end-to-end deployment, from technical planning and configuration through rollout, go-live, and production support.
• Drive adoption and organizational change with AI Outcomes Managers, including training, champions, prompting, agent building, and enablement.
• Define value hypotheses, baselines, KPIs, and ROI measures; lead post-deployment reviews to assess results and determine next steps.
• Maintain a clear view of customer readiness, technical health, adoption, value, risks, and opportunities; lead Executive Business Reviews around these areas.
• Monitor usage and adoption to improve how customers use Glean and expand successful use cases across teams and workflows.
• Share customer patterns and unmet needs with Product, R&D, and company leadership while prioritizing the work most likely to drive customer results.

You May Be a Good Fit If You Have

• 6+ years in enterprise AI or technology transformation roles, including Customer Success, Technical Account Management, AI consulting or deployment, Solutions Consulting, Solutions Architecture, Strategy Consulting or Value Consulting.
• Experience advising executives and business leaders at large or complex companies.
• The ability to understand how businesses and teams work, identify where AI can help, and turn those opportunities into practical plans.
• A track record of helping customers move from an undefined opportunity to a use case, deployment, adoption, and measurable results.
• Experience leading change-management programs and measuring the value of technology investments.
• Strong technical ability, including familiarity with APIs, SDKs, integrations, permissions, data flows, security, and enterprise deployment issues.
• Strong consulting and communication skills, including discovery, workflow mapping, problem framing, use-case prioritization, and executive communication.
• The ability to work credibly with executives, technical teams, and end users while managing multiple priorities.
• Genuine curiosity about how businesses operate and how AI can help people work better.

• This role is hybrid (4 days a week in our San Francisco or Mountain View office)