Customer Success Manager

at  Gryphon Networks Corp

The Customer Success Manager will work under the guidance of Gryphon’s Team Lead, Customer Advocacy, and the VP, Customer Success .

We are looking for a passionate customer champion who knows how to navigate large enterprise customers and the internal landscape of a start-up-like company. Our ideal candidate will look at how they can make a positive impact, internally and externally, while being ready to run fast with all the amazing things in store.

BASIC QUALIFICATIONS:

• 5+ years in customer success with a proven

  track record

  of retaining and growing customers in an enterprise software, service, or Software as a Service (SaaS) company

• Account/Project management skills

• History of improving processes, methodologies, or framework to improve overall team

  performance

• Excellent communication skills (written and verbal)

• Experience communicating with C-level to individual

  contributors

• Proven

  self-starter
  and able to come up to speed on complex difficult concepts with
  ease

• Ability to translate complex concepts into

  easy-to-
  understand trainings
  and
  documentation

ADDITIONAL QUALIFICATIONS:

• At least 2

  years experience

  supporting Sales Enablement/ Revenue Enablement professionals as a CSM/Account Manager

• Exceptional work ethic, with strong values and principles – takes every opportunity to go above and

  beyond

• Detail-oriented: able to notice the

  little things
  that make a big

  difference

• A self-motivated person who can work under stress and meet

  deadlines

• A positive attitude and open mind that approaches problems from all angles

• Finds joy in helping customers drive

  additional
  value in each experience with
  them

• Drive

  product
  adoption
  and engagement to meet annual retention goals

  .

• Identify

  and track potential white space in every
  assigned
  account

  to generate 3x pipeline to ensure meeting annual bookings quota.

• Conduct

  QBRs and Annual reviews according to customer segment guidelines – including communicating customer maturity recommendations and usage trends

  .

• Thorough note taking

  and follow up documentation

  after every internal and customer meeting.

• Keep

  accurate
  accounting of upcoming renewals,
  right size
  to current price list ahead of each renewal

  .

• Close alignment with Sales for

  upsells

  and cross-sell opportunities.

• Ensure target retention is achieved while clearly escalating any potential risk.

• Regularly

  update
  Salesforce
  with customer insights
  relating
  to

  upsell, cross-sell, renewal, and churn risk.

• Easily communicate our best practices to customers

  while offering Professional Services
  assistance

  where needed.

• Track and escalate issues and necessary enhancements to minimize churn risk.

• Track all data necessary to

  maintain

  customer health scores.

• Utilize current

  process
  es
  and templates
  and provide feedback for internal improvement

  .

• Occasionally

  visit clients to build relationships
  and also
  treat them to dinner.