Customer Success Manager

Hi 👋 we’re Glean. We make study software that improves your confidence and ability to learn. 

• We’re a SaaS scale up and one of the fastest growing tech companies in the North. 
• There’s 100+ of us around the UK with our HQ in Leeds. 
• Our software is award-winning and used by 100,000s of students at over 800 universities & colleges worldwide. 
• We’re growing so we can achieve our mission to support 1 million students to become better learners by 2026.
  
  

Join Our Growing Team as a Customer Success Manager at Glean!

Fuelled by company success and expansion, Glean is looking for a motivated Customer Success Manager (CSM) to become a key part of our Customer Success function.

In this role, you'll take ownership of a portfolio of around 100 customer accounts, steering them through their entire journey with Glean – from initial onboarding and driving adoption to securing renewals and identifying growth opportunities.

 

What you’ll need:

💡 Be proactive

Customer Success at Glean is about anticipation. You're comfortable advising clients consultatively, helping them unlock Glean's full potential, and know instinctively when and how to engage for maximum impact.

🎯 Target driven

You'll be joining Glean's commercial team structure, where we focus on retaining customers, developing upsell opportunities, and boosting engagement. You thrive on meeting goals and will have clear retention and growth targets for your portfolio, tied to specific incentives.

🦉 Deep Curiosity  

We're built on learning! We need someone passionate about digging into the EdTech market and truly understanding our customers' needs. As their advocate within Glean, your insight is vital.

🤝 Team-player

While you'll manage your portfolio autonomously, we're a highly collaborative team. We're looking for someone who enjoys teamwork, brings their own perspective, and contributes to our shared success.

 

Meet the team: 

The Customer Success Team at Glean sits within the Revenue function, meaning we work closely with the Marketing and Sales teams. We are made up of:

• Sam - Customer Success Team Manager (who you’ll report into)
• Jenna - Strategic Customer Success Manager
• Laura, Halden, Tamsin, and Nadia - Customer Success Managers

We’re a sociable team who like to discuss our interests and have fun together, as well as working hard to meet those targets!

What you’ll be doing: 

• Managing a portfolio of approximately 100 customer accounts throughout the entire Glean lifecycle (onboarding, adoption, renewal, and growth).
• Establishing clear customer objectives and managing expectations effectively to ensure a strong foundation for success with Glean.
• Employing a consultative approach to guide customers on best practice and help them maximise value from the Glean platform.
• Monitoring customer health, proactively identifying potential risks, and engaging with customers to resolve obstacles, enabling them to achieve their goals.
• Collaborating closely with colleagues in Sales, Marketing, and other commercial teams to identify and pursue opportunities for account growth.
• Acting as the 'voice of the customer' internally by capturing feedback and sharing actionable insights with relevant teams to drive improvements.
• Maintaining accurate and up-to-date customer records, including interactions and key information, within our CRM system (HubSpot)
• Contributing actively to cross-functional projects focused on enhancing the overall customer experience.
• Identifying, proposing, and helping to implement process improvements to increase team efficiency and effectiveness.

About you: 

We are looking for someone with:

• 3+ years experience in a Customer Success Management / Account Management / Technical Account Management or a similar role.
• Experience of successfully working to financial KPIs, like a sales or retention target.
• Experience working in a Software as a Service (SaaS) business.
• Confident hosting webinars and customer meetings with strong presentation skills.
• Customer-centric with excellent communication skills to consult with customers and advise. 

 

💰Salary and benefits:

£34,000 - £40,000 dependent upon experience 

🏖️ 33 days annual leave (Inclusive of bank holidays)

🎄 3 gifted days off at Christmas

🎓 Generous individual learning and training allowance 

⌚ Truly flexible hours to suit when you work best 

💻 Full home working set up and beautiful collaborative office space 

🌴 Nomad working policy with family travel insurance 

🍼 Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)

🤍 Health cash plan (from glasses to massages) 

💸 6% employer pension contribution

 

🏢 Location: 

We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. We typically operate a hybrid way of working, however some of our roles support remote working within the UK, if you live more than 50 miles from the office. 

We will discuss ways of working with you at interview however if you have any questions before you apply please reach out to recruitment@glean.co 

 

💡 What to expect next: 

We’ll review your application and provide a response within 1 week. Even if it’s not the news you’d hoped for, we appreciate it’s good to know either way.

If we invite you to meet with us for interview, here’s an overview of what the process will look like: 

1. Screening interview with Courtney (Recruitment Advisor, 30 minutes) 
2. First stage interview with Sam and another Glean colleague (1 hour).
3. Final stage interview which includes a 1 hour culture and values interview, plus a 30 minute task. You will be meeting with Sam and one of the Executive Team.

Ahead of your interview you will receive a confirmation email outlining who you’ll be meeting and when, anything you’ll need to prepare in advance and any resources we think you might find helpful.  

👀 Interested in learning more about a career at Glean? 

Here are a few further resources:

About Glean

Working at Glean Blog

The Glean Study Tool 

Spotlight working at Glean as a CSM

💌 Not quite the right role for you however you’d love to be a part of Glean’s journey? 

Let’s connect! Reach out to recruitment@glean.co and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.

 

📄 Applicant Privacy Notice 

We think it’s important that you understand how we use and handle your personal information, so here’s a link to our privacy notice. By submitting your application, you’re confirming that you’ve read and understood this notice.

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