Glean reportedly conducted a complete overhaul of its Customer Success department in the 2024-2025 timeframe, with rumors suggesting the entire department was fired and replaced with a new...

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  "signal_type": "reddit-company",
  "signal_subtype": "layoffs",
  "detected_at": "2026-09-16T14:01:38+00:00",
  "company": {
    "name": "Glean",
    "domain": "glean.com"
  },
  "data": {
    "nsfw": false,
    "stage": "reported",
    "awards": 0,
    "timing": "completed",
    "topics": [
      "reorg",
      "layoffs",
      "customer success",
      "attrition"
    ],
    "post_id": "1why46v",
    "summary": "Glean reportedly conducted a complete overhaul of its Customer Success department in the 2024-2025 timeframe, with rumors suggesting the entire department was fired and replaced with a new function centered around an \"AI Success Manager\" role.",
    "category": "attrition",
    "comments": [
      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1why46v/comment/pahly2u/",
        "depth": 0,
        "score": 2,
        "author": "Dekkars",
        "excerpt": "Was a customer of Glean (didn’t churn - I just changed jobs)\n\n Yes. They completely reset CS - they now have AI outcomes and a few other related roles.\n\n We lost our CS person but had a very good relationship with our AE and sales engineer who were very responsive in finding resources.\n\n Let me know if you have any questions about the product, I’m very familiar.",
        "posted_at": "2026-09-18T01:41:07.000Z",
        "author_url": "https://www.reddit.com/user/Dekkars/"
      },
      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1why46v/comment/pb331a0/",
        "depth": 0,
        "score": 2,
        "author": "That1guyfr0mNY",
        "excerpt": "How is Glean still alive after MCP’s became a thing? It’s extremely pricy for basically a grouping of MCP’s that connect to systems of record.",
        "posted_at": "2026-09-21T02:15:05.000Z",
        "author_url": "https://www.reddit.com/user/That1guyfr0mNY/"
      },
      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1why46v/comment/pa98yag/",
        "depth": 0,
        "score": 1,
        "author": "rowethere",
        "excerpt": "I’m not ex glean but my understanding is that it got an overhaul and rebranded as an AI Success Manager role.\n\n Both the overhauls and title rebranding has been pretty common in AI products over the past year or so. and IMO a lot of more traditional CS orgs needed that overhaul. again - I don’t have any insider knowledge on glean so that’s not commentary on their historical CS function.",
        "posted_at": "2026-09-16T22:23:58.000Z",
        "author_url": "https://www.reddit.com/user/rowethere/"
      },
      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1why46v/comment/pal0lxl/",
        "depth": 0,
        "score": 1,
        "author": "Nature_Lover24",
        "excerpt": "I was interviewed by them recently . They call it AI success manager which is combination of 4 different roles- Technical support ( troubleshooting issues first hand and not logging case with support) , Implementation consultant ( installing, configuring and integrating customer app with API and SSO, Postman, plus advance troubleshooting in the Production environment single handed), Solution Archi",
        "posted_at": "2026-09-18T14:53:48.000Z",
        "author_url": "https://www.reddit.com/user/Nature_Lover24/"
      },
      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1why46v/comment/papp1qq/",
        "depth": 0,
        "score": 1,
        "author": "westsider86",
        "excerpt": "All I know about Glean is they apparently have an unwritten rule from leadership that they don't hire people who have been laid off.",
        "posted_at": "2026-09-19T05:14:41.000Z",
        "author_url": "https://www.reddit.com/user/westsider86/"
      },
      {
        "url": "https://www.reddit.com/r/CustomerSuccess/comments/1why46v/comment/pb9afp3/",
        "depth": 0,
        "score": 1,
        "author": "Relevant_Bat_8841",
        "excerpt": "I was interviewing with them some a few months ago for AISM role but ended up going to an another Series A startup. The whole team seemed “nice” but they also seemed all brand new themselves. So if you did get hired it’d be the blind leading the blind.\n\n Also got the sense from speaking to former Glean workers that their meteoric growth has stopped dead in its tracks. They’re not churning left and",
        "posted_at": "2026-09-21T22:42:16.000Z",
        "author_url": "https://www.reddit.com/user/Relevant_Bat_8841/"
      }
    ],
    "evidence": [
      "[post] heard through the grapevine that the Customer Success function was basically decimated and “the CEO fired the whole department and started over.”",
      "[comment u/Dekkars] Yes. They completely reset CS - they now have AI outcomes and a few other related roles.",
      "[comment u/rowethere] I’m not ex glean but my understanding is that it got an overhaul and rebranded as an AI Success Manager role."
    ],
    "virality": "medium",
    "post_date": "2026-09-16T14:01:38.000Z",
    "post_kind": "text",
    "post_text": "Hi, as the title says I am wondering if anyone worked in CX at Glean in 2024/2025. I am trying to get a sense of the leadership changes and potential reorg that happened in that time.\n\nI am asking because we are interested in Glean but heard through the grapevine that the Customer Success function was basically decimated and “the CEO fired the whole department and started over.” I am trying to establish fact from fiction.\n\nThanks so much",
    "sentiment": "negative",
    "subreddit": "CustomerSuccess",
    "event_date": "2025",
    "post_title": "Did anyone here work at Glean in 2024/2025?",
    "prominence": "core",
    "source_url": "https://www.reddit.com/r/CustomerSuccess/comments/1why46v/did_anyone_here_work_at_glean_in_20242025/",
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    "subreddit_url": "https://www.reddit.com/r/CustomerSuccess/",
    "total_upvotes": 2,
    "comments_total": 20,
    "total_comments": 20,
    "event_date_text": "2024/2025",
    "post_author_url": "https://www.reddit.com/user/parakeetpoop/",
    "signal_category": "event",
    "comments_included": 6
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