Senior Manager, CX Operations - Remote

Overview

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.

In Short

• Help build our post‑sales strategy, defining core CX roles and responsibilities.
• Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone.
• Implement and run key post‑sales cadences such as renewals forecasting.
• Design and refine end‑to‑end CX workflows across onboarding and implementation.
• Define and track leading indicators of customer health and adoption.
• Identify opportunities for automation and capacity unlock.
• Own the CX tooling stack for data and insights.
• Be the voice of post‑sales in cross‑functional GTM and product decisions.

Requirements

• 5+ years of experience in CX Operations or related GTM operations roles.
• Track record of improving CS systems and processes.
• Strong understanding of key post-sales metrics.
• Experience in high‑growth or startup environments.

Benefits

• Competitive compensation and comprehensive benefits package.
• Medical, Vision, and Dental coverage.
• Generous time-off policy.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Healthy lunches provided daily.
• Commitment to diversity and inclusion.