Senior Manager, CX Operations at Glean | JobProMax

About Glean:

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industrys 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 Gleans agentic capabilities - AI agents that automate real work across teams by accessing the industrys 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 Worlds Most Innovative Companies (Top 10, 2025), by CNBCs Disruptor 50, Bloombergs AI Startups to Watch (2026), Forbes AI 50, and Gartners 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, were helping the worlds largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.

If youre excited to shape how the world works, youll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. Youll 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 postsales engine at Glean. Youll ensure our AI Outcome Managers (AIOM), Delivery Excellence Managers (DEM), Solutions Architects (SA) and broader CX teams operate with clarity, efficiency, and precisionso they can deliver meaningful outcomes for customers at scale.This is a strategic and handson role at the intersection of Customer Success, RevOps, Product and Sales. Youll make sure our processes and data support an efficient, insightsdriven customer journeyfrom onboarding and adoption through expansion and renewal.Youll 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 youre energized by building from the ground up, connecting data to decisions, and enabling teams to do their best workwhile embracing AIfirst ways of operatingthis 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 postsales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning.
Shape the longterm 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 postsales cadences such as renewals forecasting, capacity and coverage reviews, and churnrisk and health reviews, delivering business reviews with datadriven insights on customer outcomes and performance.
Design and refine endtoend 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 AIfirst workflows into CX operationsincluding using Glean at Gleanto 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, insightdriven customer journey.
Be the voice of postsales in crossfunctional GTM and product decisions

About you:

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 highgrowth or startup environments where youve had to build structure in ambiguity.

Location:

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

Compensation & Benefits:

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.

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Senior Manager, CX Operations

Glean

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