Customer Success Manager - EMEA

The GreyNoise Customer Success Manager (CSM) is a part of the GreyNoise Customer Experience (CX) team, which provides our customers with an industry-leading experience. This is a customer-centric position focused on ensuring our customers' success with GreyNoise is all but guaranteed. The CSM will be the customer's primary point of contact and will facilitate all customer needs with the rest of the GreyNoise organization. The CSM will also be responsible for retaining our customers and ensuring their continued success with all GreyNoise services. This position will be primarily responsible for supporting our EMEA team; therefore, we are looking for candidates based in the UK or Spain (if in Spain, must speak both Spanish and English).

What You Will Do

• Interact with GreyNoise customers regularly, which includes but is not limited to:

• Build relationships with Primary Contacts (PC) at customer organizations within your assigned portfolio.
• Work with PCs to define success criteria and track outcomes.
• Conduct quarterly check-in calls with portfolio customers to monitor the current status, review product usage, discuss potential additional use cases, and review the upcoming GreyNoise roadmap.
• Answer inbound emails from customers or redirect them to the appropriate contact, ensuring a timely response.
• Ensure regular communications with portfolio customers.
• Capture customer feedback and issues.
• Coordinate onboarding and handoff (Sales to CX) of new customers.
• Track all customer interactions in the GreyNoise CRM.
• Track usage and successful adoption of GreyNoise products by customers.
• Act as the customer advocate within GreyNoise to ensure customer needs and requests are reviewed and responded to promptly.
• Support renewals of customer subscriptions by coordinating quotes and working with procurement teams and our Sales Team.
• Collaborate with the Sales team to explore customer expansion opportunities and manage all communications with relevant customer stakeholders.
• Interact regularly with all GreyNoise internal teams to communicate customer needs, receive updates, and involve other relevant team members in customer interactions as needed.

What You Will Bring

• Familiarity with providing Customer Success for a SaaS solution, with at least 3 years in a similar role.
• A passion for providing customers with an outstanding experience that builds long-lasting relationships.
• The ability to work independently while managing customer accounts, and also as a team to ensure successful communication and outcome achievement.
• The ability to manage an extensive portfolio of customer accounts across multiple verticals, locations, and of varied sizes.
• Exceptional written and oral communication skills.
• Exceptional organizational skills and the ability to properly track and organize interactions with a large number of customers.

Nice to Haves

• Technical knowledge within the Cybersecurity industry enables us to provide more technical guidance to our customers as they deploy and utilize our solutions.
• Experience in a customer-facing role within a cybersecurity company.
• Familiarity with cybersecurity terminology and concepts.
• Familiarity with Hubspot, Linear, Notion, Slack, Github Issues, and Metabase.
• Familiarity with reviewing business intelligence and product usage metrics regularly.

A Few of Our Customer Experience Principles

• Customers should love working with us, and if they don’t, we need to understand why and do our best to improve.
• The customer isn’t always right, but we should always listen and be respectful of what they are asking and make our best effort to find a solution.
• We are going to lose customers, but when we do, be sure to: Be clinical about the experience, Identify what we could have done better, and Identify if it could have been prevented.

Equity in a high-growth, Series-A startup

• 100% covered health, dental, vision, and life plans for all employees.
• Competitive 401k employer match of 6%, which is special for a startup. This will be 100% matched and vested from day 1.
• Flexible paid time off. To encourage time off from work and ensure overall employee health and wellness, GreyNoise strongly recommends each employee to take at least 120 hours of PTO (3 weeks) annually, including at least five consecutive business days.
• Remote-first culture. While we are headquartered in the Washington DC area, we have a distributed workforce -- with the majority of our team working remotely from across the country.
• Equipment budget. Every new employee gets an Apple Mac laptop and a $500 stipend for any equipment accessories.
• Paid family leave for all employees. We offer 4 months of paid leave (birth or adoption), plus 2 months of optional unpaid leave, so new parents have time to adjust to the new life (and work) schedule.
• Learning & development budget. All employees receive an annual $1,500 towards professional development related to their job function.
• Company offsites and monthly local hangouts to encourage team bonding.

Culture

• The hallmark of any great company is a palpable and viscous culture.
• Be transparent, honest, and objective.
• Empathize with customers, partners, and each other.
• Learn from mistakes and share the knowledge.
• The way feedback is delivered to one another matters as much as the feedback itself.
• Good work-life balance is the key to sustained productivity.
• The measure of a team member’s effectiveness is how well the rest of the team operates in their unexpected absence.
• No such thing as a million dollar idea, only million dollar execution.
• Out-innovate our previous selves.

Why You Should Work at GreyNoise

• You enjoy identifying and solving hard problems.
• You are comfortable taking an idea from concept to customer.
• You are open to both explaining your stance and questioning others in a clinical, open-minded, and respectful manner.
• You want to directly impact users.
• You want to grow beyond your current skill set.

Do you want to join our team? Then we’d love to hear about you!