Customer Education and Certification Lead

About Glean: Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles. At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level. Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality. If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You’ll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company. 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: 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. #LI-HYBRID