Senior Manager, CX Operations
GleanJobsCloseBy Editorial Insights
Glean is seeking a Senior Manager, CX Operations to own the data, processes, and playbooks powering our post‑sales engine, ensuring AI Outcome Managers, Delivery Excellence Managers and CX teams operate with clarity and scale. This strategic hands‑on role sits at the crossroads of Customer Success, RevOps, Product and Sales, shaping a CX operating model with dashboards and workflows that drive GRR, NRR and customer health. The strongest applicants will have a proven record building or improving CS systems like health scoring and renewals forecasting in B2B SaaS, and thriving in high growth. Hybrid SF Bay Area. Base 200–240k with equity potential. Tailor your resume to showcase segmentation, automation and quantified outcomes.
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)