Customer Education and Certification Lead

About Glean:

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company’s cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain’s deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

About the Role:

Glean is seeking a Customer Education & Certification Lead to build and scale a world‑class education system that turns customers into confident, self‑sufficient power users. In this hands-on role, you will design and operationalize Glean Academy and related certification programs as a growth flywheel—moving customers from onboarding to activation, adoption, certification, and ultimately advocacy—while measurably reducing reliance on 1:1 support and accelerating time-to-value across our user and admin audiences. This is a hands-on individual contributor role combining instructional design, content creation, program management, and cross-functional partnership to deliver measurable impact across the customer journey.

You will:

• Own the customer education system for Glean Academy and related programs—defining the vision, roadmap, and KPIs that accelerate time‑to‑value, reduce 1:1 support, and scale expertise across users, admins, and partners

• Design and produce multi‑format learning experiences— videos, guides, playbooks, interactive walkthroughs —that translate complex product capabilities into clear, outcome‑oriented pathways for different roles and proficiency levels

• Design and produce certifications as standardized assessments that rigorously evaluate learner proficiency and align with business objectives—distinct from the learning experiences that prepare users (e.g., Academy courses, webinars, or ILT).

• Bias toward shipping and iteration—launching minimum-viable learning paths quickly, running short feedback cycles, and continuously improving based on performance data rather than waiting for perfect production quality.

• Lead Academy and LMS operations by establishing content governance, taxonomy, and discoverability standards, and maintaining a central, up-to-date library of assets that are easy to find, localize, and reuse across audiences.Drive adoption and proactive education at scale by partnering with Customer Outcomes, Support, Product Marketing, Partner Enablement, and Sales Enablement to develop reusable training modules.

• Operationalize and continuously improve content workflows end-to-end, building Glean Agents to accelerate best practices and leveraging data to to identify gaps and inform product, growth and customer marketing roadmaps.

About you:

• 5+ years in Customer Education, Learning & Development, Customer Success or closely related fields with a track record of designing education systems and programs (not just courses) that drive product adoption, behavior change, and measurable business outcomes at scale.

• Demonstrated growth mindset and interest in AI-powered tools and workflows with a strong bias for action—comfortable operating in ambiguity, moving quickly from insight to iteration, and continuously improving programs and processes.

• Portfolio of multi-format content: Examples spanning video, written guides, visuals, and interactive resources (LMS).

• Instructional acumen: Ability to craft objectives, outcomes, assessments, and learning paths; bonus for formal instructional design or curriculum building experience.

• Strong cross-functional collaboration: experience partnering with Customer Outcomes, Support, PMM, Product, Partner Enablement, and Sales Enablement; excellent stakeholder management.

• Operational rigor: Experience setting up content workflows, governance, and refresh cadences; adept at managing roadmaps and hitting deadlines.

• Data orientation: Skilled at using insights to prioritize and iterate.

• Communication excellence: Clear, concise writing; knack for simplifying complex topics.

Location: (Please select one)

• This role is hybrid (4 days a week in our Palo Alto office)

Compensation & Benefits:

The standard base salary range for this position is $160,000 - $200,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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