Customer Success Manager – Enterprise Adoption

Transforming enterprise software adoption

Help build the agentic AI platform that turns SAP project knowledge into action. Join us to make enterprise transformation faster, safer, and smarter.

Glasslake is building the platform for enterprise software adoption—solving what actually causes software to fail in the real world. It is rarely the code itself. It is everything surrounding it: unclear requirements, misaligned stakeholders, and uncertainty about whether what was built will truly work.

Our platform gives organizations control over their requirements and clarity on what to build. It helps teams move at the speed of business judgment, even across the most complex systems. By combining human insight with technical execution, Glasslake enables enterprises to build and adopt software that delivers on its promise.

Code was never the true bottleneck. The challenge is orchestrating stakeholders, translating their needs into precise requirements, and validating that those requirements have been met. As AI makes software development faster and more accessible, solving these human and organizational problems becomes more important than ever.

We are a team of researchers and engineers building tools that will transform how enterprise software is implemented and adopted. Our work touches the systems that underpin 87% of global commerce, process $46 trillion in annual flows, and manage 78% of the world’s food distribution.

Open roles

Join Our Team

Customer Success Manager – Enterprise Adoption & Expansion

Location

Employment Type

Full time

Location Type

Hybrid

Department

Operations

About Glasslake

Glasslake is building the operating system for SAP delivery — the infrastructure layer underneath the most complex and expensive IT projects companies run. SAP implementations move billions of dollars and thousands of consultants, but the knowledge generated in these projects is never captured: it lives in people's heads, disappears when the job ends, and gets rebuilt from scratch on every new engagement.

Glasslake solves this with an agentic orchestration platform that coordinates every phase of SAP transformation, capturing decisions, tests, and context as a byproduct of work already underway — building an organizational memory that accumulates across projects instead of resetting.

We're a team based in San Francisco and São Paulo, moving fast and already deployed with some of the largest SAP integrators in the world, including delaware Consulting, KPMG, and NTT Data. The team comes from Stanford, Meta, Two Sigma, Microsoft, and NASA.

The Opportunity

Glasslake is hiring a Customer Success Manager in São Paulo to make our largest accounts grow.

SAP transformations rarely fail on software. They fail on adoption: on whether people actually keep working in a new way after launch. The Customer Success Manager owns that outcome across the life of the account, deepening usage, proving value, and finding the next projects where Luzid belongs.

This is an adoption and expansion role first, not a governance or technical one. Deep SAP expertise is welcome, but not required.

There is no playbook to inherit. You will build the customer success motion while running it, working directly with the Deployment Lead and the founding team.

What You'll Do

Own a portfolio of enterprise accounts at SAP integrators and their end clients, from first deployment through renewal and expansion.

Support and coach the Deployment team before and after go-live: join key meetings, prepare them for executive conversations, help them escal ...

Work with C-level sponsors to define success, show realized value, and keep executive alignment over time.

Partner with customer PMOs to track milestones, risks, and usage across programs.

Drive adoption at the account level: define metrics, monitor health, and act early on accounts that are stalling.

Identify new projects, teams, and use cases inside each account and turn them into expansion.

Run business reviews that make Glasslake's value concrete for the people who decide on budget.

Bring what you learn back to Product and the founding team.

Help build the CS and deployment motion (playbooks, templates, health scoring, cadence) while running it.

What We're Looking For

At least 5 years of experience in Customer Success, Account Management, Delivery, or similar roles in B2B tech.

Hands-on experience with enterprise deployments: you have taken complex customers from signed contract to real usage.

Fluent English, both written and spoken. You will present to executives, write to global stakeholders, and work with the US and European teams.

Experience workin