Senior Manager, CX Operations

About Glean:

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company’s cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain’s deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

• Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning.
• Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics.
• Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance.
• Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles.
• Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and views to CX leadership and frontline teams.
• Identify and execute opportunities for automation and capacity unlock, embedding AI‑first workflows into CX operations—including using Glean at Glean—to remove manual work and scale impact.
• Own the CX tooling stack for data and insights, partnering with RevOps, Systems, and CS leadership to ensure platforms are configured to support an efficient, insight‑driven customer journey.
• Be the voice of post‑sales in cross‑functional GTM and product decisions

• 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.
• Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health.
• Strong understanding of key post-sales metrics and leading indicators
• Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity.

• This role is hybrid (4 days a week in our SF Bay Area offices)