Glean is looking for a Delivery Success Manager - Legal Tech, East Coast to support partner-led implementations of our cloud-based document management platform. You'll serve as a key liaison between partners, customers, and internal teams to ensure successful project delivery.
What You'll Do
- Provide implementation oversight to ensure alignment with Glean standards, timelines, and customer expectations.
- Review migration and configuration plans in high-risk or complex environments.
- Drive resolution of partner and customer issues by identifying risks early, resolving blockers efficiently, and ensuring they are fully addressed.
- Monitor partner performance using tools like Salesforce and Gainsight to identify and document risks, surface underperformance, and escalate issues as needed.
- Support partner onboarding by shadowing their first implementation—reviewing deliverables, providing structured feedback, and validating readiness for independent delivery.
- Conduct partner delivery readiness assessments and confirm delivery-ready status prior to independent delivery.
- Act as a liaison for partners, coordinating across internal teams to drive issue resolution, represent partner needs, and manage escalations through to closure.
- Build strong relationships with both partners and customers to foster collaboration and ensure project success.
- Present confidently to partners, customers, and internal stakeholders in meetings, project updates, and briefings.
- Contribute to the creation of enablement tools, training content, and templates that support scalable partner and customer success.
- Support strategic business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and partner delivery KPIs.
What We're Looking For
- Bachelor’s degree or equivalent experience
- Glean or other legal business technology experience required
- 2+ years’ experience implementing Document Management Solutions business technology—principally to law firms
- 2+ years’ experience in customer account management and/or vendor account management
- Competency in understanding contractual and design documents relating to business technology systems, such as statements of work and configuration design documentation
- Working knowledge of SaaS implementation concepts (cloud, security, integrations) sufficient to review partner plans and communicate impacts clearly
Technical Stack
- Salesforce
- Gainsight
Benefits & Compensation
- Compensation: $95,000 - $105,000
- Rewarding career growth in an inclusive, diverse environment
- Encouragement to openly contribute creative ideas and innovation
- Dedication to empowering employees to drive successful business outcomes
Work Mode
This is a hybrid role for candidates based in the East Coast area.
Glean is an equal opportunity employer committed to an inclusive, diverse environment.
