Customer Success Manager - EMEA

Customer Experience Specialist – EMEA

GreyNoise Intelligence

About GreyNoise

GreyNoise Intelligence is a mission driven security startup focused on helping organizations understand and mitigate risks from Internet scanning and exploitation. GreyNoise provides real-time, verifiable intelligence on all actors scanning the Internet and how some of them are attempting to exploit vulnerabilities on assets connected to corporate networks. The intelligence is highly trusted because it\’s generated from a global fleet of thousands of purpose built sensors observing the Internet. Advanced data science techniques and AI are used to process millions of observed events into real-time intelligence for customers.

The Role

The GreyNoise Customer Experience Specialist (CXS) is 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 CXS will be the customer\’s primary point of contact and will facilitate all customer needs with the rest of the GreyNoise organization. The CXS 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 EMEA region.

Responsibilities

• Interact with GreyNoise customers regularly, building relationships with Primary Contacts (PC) at customer organizations.
• Work with PCs to define success criteria and track outcomes.
• Conduct quarterly check‑in calls with portfolio customers to monitor 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 and capture customer feedback and issues.
• Coordinate onboarding and handoff (Sales to CX) of new customers.
• Track all customer interactions and usage in the GreyNoise CRM.
• Act as the customer advocate within GreyNoise to ensure customer needs and requests are reviewed and responded to promptly, working closely with the Product Team to capture and scope customer requests as needed.
• Support renewals of customer subscriptions by coordinating quotes and working with procurement teams and Sales.
• 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.

Qualifications

• At least 3 years of experience in customer success for a SaaS solution.
• 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 varied sizes.
• Exceptional written and oral communication skills, both technical and business oriented.
• 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, including deploying threat intelligence into a SOAR or SIEM and discussing standard threat analysis use cases.
• Experience in a customer‑facing role within a cybersecurity company.
• Familiarity with cybersecurity terminology and concepts.
• Experience with HubSpot, Linear, Notion, Slack, GitHub Issues, and Metabase.
• Familiarity with reviewing business intelligence and product usage metrics regularly.

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.
• When we lose customers, we should be clinical about the experience, identify what we could have done better, and identify if it could have been prevented.

Benefits

• 💵 Equity in a high-growth, Series‑A startup.
• 👩⚕️ 100% covered health, dental, vision, and life plans for all employees.
• 6️⃣ Competitive 401k employer match of 6% (fully matched and vested from day 1).
• 🏖 Flexible paid time off – encouraged to take at least 120 hrs (3 weeks) annually, including at least five consecutive business days.
• 🌎 Remote‑first culture – majority of team works remotely from across the country.
• 💻 Equipment budget – every new employee receives an Apple Mac laptop and a $500 stipend for accessories.
• 👼 Paid family leave – 4 months paid (birth or adoption) plus 2 months optional unpaid leave.
• 📚 Learning & development budget – $1,500 annually toward professional development.
• 🌴 Company off‑sites and monthly local hangouts to encourage team bonding.

Company Culture

• Be transparent, honest, and objective – what it means to be clinical.
• Empathize with customers, partners, and each other.
• Learn from mistakes and share the knowledge.
• The way feedback is delivered 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 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.

Job Details

• Location: London, England, United Kingdom (EMEA)
• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Other
• Industries: Computer and Network Security

Apply now and join our mission-driven team!