About the role
We are looking for a Director level leader for our AI Success team based in India. The AI Success team is the primary post sales point of contact for customers. The team combines technical acumen, strong account management, and AI Fluency to drive customers from initial deployment to durable adoption, measurable value realization, and long-term expansion potential. This is a senior, customer-facing leadership role for someone who can operate at the intersection of enterprise AI, delivery excellence, account management, executive stakeholder management, and cross-functional execution. We are seeking a proven leader who can build and grow a team. The ideal candidate brings a mix of customer success, delivery leadership, enterprise program management, and AI fluency, ideally from a cloud, data platform, or enterprise AI background.
What you’ll do
- Lead, grow, and mentor a team of AI Success Managers; own team performance, operating rhythms, and career development.
- Establish prescriptive delivery playbooks, templates, and operating standards (SSO, people data, connectors, readiness gates) to ensure consistent, high-quality deployments at scale.
- Own end‑to‑end delivery governance across your team’s accounts: kickoff, plan, deploy, go‑live, success planning and renewal‑readiness, including proactive risk management and escalation handling.
- Set and report on portfolio‑level KPIs (deployment velocity, time‑to‑value, adoption, satisfaction, ROI proxies), and drive continuous improvement against these metrics.
- Partner with Sales, Solution Architects, AI Outcomes Managers, Support, and R&D to ensure a seamless customer journey and accelerate value realization post‑launch.
- Engage with executive sponsors and customer program leads to align on goals, joint success plans, and measurable outcomes; serve as a strategic advisor when tradeoffs arise.
- Systematize feedback loops from field to product; influence roadmap and readiness (connectors, deployment tooling, admin UX, observability) with clear business impact cases.
- Raise the delivery bar: improve onboarding processes, documentation, playbooks, and tooling; champion operational excellence across planning, execution, and closeout.
What we’re looking for
- 10+ years of experience across technical customer success, professional services, implementation, technical account management, solutions delivery, or a related post-sales leadership function.
- Strong executive presence with the ability to engage credibly with business, technical, and operational stakeholders.
- Demonstrated success operating in a matrixed environment and driving outcomes through influence rather than direct authority.
- Driving a customer outcome motion across both high touch and scale customers across multiple regions (EMEA, APAC, US)
- Strong program leadership skills, including planning, stakeholder management, risk management, issue resolution, and executive communication.
- High AI fluency and the ability to connect AI capabilities to customer workflows, adoption strategies, and business outcomes.
- Ability to balance strategic thinking with hands-on execution in a fast-moving, high-growth environment.
- Strong analytical and commercial judgment, with the ability to connect customer success to retention, growth, and long-term account value.
- Excellent written and verbal communication skills.
- A builder mindset with a bias for action, ownership, and continuous improvement.
Preferred qualifications
- Experience from leading cloud, data platform, enterprise software, or AI-focused companies such as AWS, Google Cloud, Microsoft Azure, or similarly relevant environments.
- Experience working with enterprise knowledge, search, productivity, workflow, data, or AI platforms.
- Familiarity with change management and enterprise adoption motions for new technology platforms.
- Experience supporting global or regionally distributed customers and stakeholders.
- Prior people leadership experience, or clear readiness to grow into broader team leadership scope.
What success looks like
In this role, you will:
- help strategic customers adopt Glean with depth, speed, and long-term stickiness
- drive clear customer outcomes and executive confidence
- improve delivery quality across complex implementations and adoption programs
- strengthen cross-functional alignment across commercial, technical, and post-sales teams
- contribute to a repeatable, high-bar AI Success motion as Glean continues to scale in India and globally