The Role
Lead the AI Success team, overseeing deployment and program management of the Glean platform while ensuring customer satisfaction and success metrics are met.
Summary Generated by Built In
About Glean:
Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’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. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.
Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.
If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You’ll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.
About the role
We are looking for a Director level leader for our AI Success team based in India. The AI Success team is the primary post sales point of contact for customers. The team combines technical acumen, strong account management, and AI Fluency to drive customers from initial deployment to durable adoption, measurable value realization, and long-term expansion potential. This is a senior, customer-facing leadership role for someone who can operate at the intersection of enterprise AI, delivery excellence, account management, executive stakeholder management, and cross-functional execution. We are seeking a proven leader who can build and grow a team. The ideal candidate brings a mix of customer success, delivery leadership, enterprise program management, and AI fluency, ideally from a cloud, data platform, or enterprise AI background.
What you’ll do- Lead, grow, and mentor a team of AI Success Managers; own team performance, operating rhythms, and career development.
- Establish prescriptive delivery playbooks, templates, and operating standards (SSO, people data, connectors, readiness gates) to ensure consistent, high-quality deployments at scale.
- Own end‑to‑end delivery governance across your team’s accounts: kickoff, plan, deploy, go‑live, success planning and renewal‑readiness, including proactive risk management and escalation handling.
- Set and report on portfolio‑level KPIs (deployment velocity, time‑to‑value, adoption, satisfaction, ROI proxies), and drive continuous improvement against these metrics.
- Partner with Sales, Solution Architects, AI Outcomes Managers, Support, and R&D to ensure a seamless customer journey and accelerate value realization post‑launch.
- Engage with executive sponsors and customer program leads to align on goals, joint success plans, and measurable outcomes; serve as a strategic advisor when tradeoffs arise.
- Systematize feedback loops from field to product; influence roadmap and readiness (connectors, deployment tooling, admin UX, observability) with clear business impact cases.
- Raise the delivery bar: improve onboarding processes, documentation, playbooks, and tooling; champion operational excellence across planning, execution, and closeout.
- 10+ years of experience across technical customer success, professional services, implementation, technical account management, solutions delivery, or a related post-sales leadership function.
- Strong executive presence with the ability to engage credibly with business, technical, and operational stakeholders.
- Demonstrated success operating in a matrixed environment and driving outcomes through influence rather than direct authority.
- Driving a customer outcome motion across both high touch and scale customers across multiple regions (EMEA, APAC, US)
- Strong program leadership skills, including planning, stakeholder management, risk management, issue resolution, and executive communication.
- High AI fluency and the ability to connect AI capabilities to customer workflows, adoption strategies, and business outcomes.
- Ability to balance strategic thinking with hands-on execution in a fast-moving, high-growth environment.
- Strong analytical and commercial judgment, with the ability to connect customer success to retention, growth, and long-term account value.
- Excellent written and verbal communication skills.
- A builder mindset with a bias for action, ownership, and continuous improvement.
- Experience from leading cloud, data platform, enterprise software, or AI-focused companies such as AWS, Google Cloud, Microsoft Azure, or similarly relevant environments.
- Experience working with enterprise knowledge, search, productivity, workflow, data, or AI platforms.
- Familiarity with change management and enterprise adoption motions for new technology platforms.
- Experience supporting global or regionally distributed customers and stakeholders.
- Prior people leadership experience, or clear readiness to grow into broader team leadership scope.
In this role, you will:
- help strategic customers adopt Glean with depth, speed, and long-term stickiness
- drive clear customer outcomes and executive confidence
- improve delivery quality across complex implementations and adoption programs
- strengthen cross-functional alignment across commercial, technical, and post-sales teams
- contribute to a repeatable, high-bar AI Success motion as Glean continues to scale in India and globally
Location:
- This role is hybrid (4 days a week in our Bangalore office)
Compensation & Benefits:
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 are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
#LI-HYBRID
AI-First Mindset at Glean:
At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required.
Global Data Privacy Notice for Job Candidates and Applicants:
Depending on your location, the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), or other privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available in our Privacy Policy. By submitting your application, you are agreeing to our use and processing of your data as required. US applicants and their applications are subject to arbitration of disputes as outlined in our Applicant Arbitration Agreement.
By clicking “Submit Application,” I confirm that I have read the Global Data Privacy Notice and the Applicant Arbitration Agreement, and I agree to the terms.
Skills Required
- 6+ years in customer-facing delivery, implementation, or consulting for enterprise SaaS
- 2+ years leading or managing delivery or customer success teams
- Strong understanding of SDLC and modern delivery practices
- Proven record of building playbooks and standardizing processes
- Cloud fluency in AWS, Azure, or GCP
Glean Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Glean and has not been reviewed or approved by Glean.
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Healthcare Strength — Healthcare coverage includes employer-provided medical, dental, and vision across U.S. roles. Descriptions of benefits and third‑party listings characterize core health offerings as solid.
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Equity Value & Accessibility — Equity is widely offered via stock options and highlighted as a core part of total rewards. Engineering packages are portrayed as particularly competitive when equity value is considered.
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Leave & Time Off Breadth — Time off includes flexible PTO and a company‑wide winter break. Parental leave is described as generous in public listings, though specifics are not consistently published.
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The Company
What We Do
Glean searches across all your company’s apps to help you find exactly what you need and discover the things you should know. 🔍 AI-powered workplace search. 💡 Personalized results and knowledge discovery. ⚡ Easy to use, ready to go— right out of the box.
