Easy Apply
Easy Apply
The Senior Manager, CX Operations will oversee data, operations, and processes for Glean's post-sales teams, ensuring efficient customer journey and implementing scalable workflows to drive customer health and retention.
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:
Glean is seeking a Senior Manager, CX Operations to own the data, operations, and processes that power our post‑sales engine at Glean. You’ll ensure our AI Outcome Managers (AIOM), Delivery Excellence Managers (DEM), Solutions Architects (SA) and broader CX teams operate with clarity, efficiency, and precision—so they can deliver meaningful outcomes for customers at scale.This is a strategic and hands‑on role at the intersection of Customer Success, RevOps, Product and Sales. You’ll make sure our processes and data support an efficient, insights‑driven customer journey—from onboarding and adoption through expansion and renewal.You’ll design and implement scalable playbooks, automated workflows, health and outcome tracking, and reporting frameworks that help the team drive GRR, NRR, and customer health. If you’re energized by building from the ground up, connecting data to decisions, and enabling teams to do their best work—while embracing AI‑first ways of operating—this role is for you. This role reports into the VP of Revenue Strategy & Operations and partners closely with Post-Sales Leadership.
You will:
- 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)
The standard base salary range for this position is $200,000 - $240,000 annually. 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 your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.
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
Top Skills
AI
CRM
Cx Tools
Reporting Dashboards
SaaS
Workflow Automation
Glean Palo Alto, California, USA Office
Palo Alto, CA, United States
Similar Jobs
Cloud • Information Technology • Security • Software • Cybersecurity
The Legal Operations Analyst will optimize contract lifecycle management, implement technology solutions, and enhance operational efficiencies within the Legal, Policy, and Trust & Safety department.
Top Skills:
AIAutomation ToolsEnterprise PlatformsIronclad ClmLegal Systems
Artificial Intelligence • Cloud • Machine Learning • Mobile • Software • Virtual Reality • App development
Develop and maintain system-level power models for hardware components. Collaborate with product teams for power consumption analysis and optimization. Validate models through benchmarking and provide insights for power reduction strategies.
Top Skills:
Analog DesignElectrical EngineeringPower ModelingSocsVhdl
Artificial Intelligence • Cloud • Machine Learning • Mobile • Software • Virtual Reality • App development
The role involves designing and implementing features for Spectacles, collaborating with teams, testing code, and leading projects while ensuring high-quality software development.
Top Skills:
Ar/VrCloud ServicesDynamoDBFirebaseNext.JsNode.jsPineconePostgresSupabaseTailwind CssTypescript
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
