As a Customer Success Manager at Glean, you’ll work closely alongside our customers to help them to reach their goals and realise the full value from our notetaking solution by driving better adoption, retention and advocacy. You will be focused on the delivery of customer outcomes by guiding customers throughout our success program of activities from onboarding to renewal while building long lasting relationships with key users and stakeholders.
Working as part of the Customer Success team, you’ll report to the Customer Success Team Lead and be responsible for managing a portfolio of customer accounts where you’ll help to implement our solution on campus. You’ll be consultative in your approach and naturally curious to learn more about an institution's aspirations and challenges, identify advocates and translate what you’ve discovered into actionable results.
Proactively deliver customer engagement to guide customers on how to achieve their goals and realise value from our notetaking solution.
Manage a portfolio of customer accounts at different stages in their Glean journey by delivering our Success Program of activities to drive adoption and retention
Become a product champion and domain expert on our notetaking solutions and higher education. Adopt a consultative approach to understand customers needs and educate them on best-practice and how to get the most from our solutions.
Represent the voice of the customer by capturing feedback and sharing your insights with other areas of the business on what our customers need to be successful.
Identify Glean advocates to continue to develop accounts so we can support more students.
Be the voice of the customer and advocate for their needs by providing regular and timely feedback to the relevant internal stakeholders
Customer Growth and Retention
Work closely alongside your customers to manage and monitor their account health to highlighting any potential future issues and engaging to remove blockers so that they can achieve their goals.
Collaborate with the wider commercial teams including sales and marketing to identify upsell opportunities.
Network within your accounts to establish relationships with senior stakeholders and ensure they understand the value our solutions deliver in order to support renewal discussions.
Take ownership of any customer issues & escalations, working cross functionally with other Glean teams to resolve problems and maintain customer satisfaction.
Onboarding of new Customers
Educate your customers on how to use Glean.
Enable customers to get up to speed as fast as possible.
Set your customers up for success by correctly managing expectations and taking time to understand their objectives.
You will be a passionate and self motivated Customer Success Manager or an individual that already has some experience managing customer relationships. We want to find an applicant who has a combination of the following;
2-3 years experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similar
Experience managing a portfolio of customer accounts with a value of £200-500k along with quarterly KPIs including retention and product utilisation.
A consultative approach with a problem solving focus, with emphasis on helping customers meet business outcomes and maximise the value from their investment.
Experience working in higher education and / or SaaS technology would be preferable but is not essential.
Glean empowers learners with the confidence and ability to build useful knowledge in an age of information overload. Our inclusive learning technology is used by 100,000s of students to gain 21st century learning skills with a proven note taking process. We aim to reduce waste by helping learners to get more value from working with spoken language.
Our mission is to challenge how the world thinks about learning so that it’s more accessible, productive, and purposeful for all learners. Join our values-driven and growing team if you’re excited by our goal to change a million lives for the better.
As well as our mission to change our customers' lives for the better, having happy and engaged employees is also at the forefront of everything we do. Glean is proud to have a two star accreditation from Best Companies, meaning that we have ‘outstanding’ levels of employee engagement. Apply today to find out what makes Glean such a fantastic place to work!