Customer Success Manager - EMEA

Customer Success Manager - EMEA

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 GreyNoise Global Observation Grid observes and analyzes unique threat data at-scale that no one else can. GreyNoise provides the most actionable threat intelligence against perimeter threats, so that no attack works twice.

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. Requires working closely with the GreyNoise Product Team to correctly capture and scope customer requests as needed for the Product team.

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 goal is to enable the CSM to work independently to manage their portfolio while ensuring that other teams are up-to-date on each customer's status and can provide support to CXS/Customer needs.
• The ability to manage an extensive portfolio of customer accounts across multiple verticals, locations, and of varied sizes.
• Exceptional written and oral communication skills. This role requires an ability to understand and articulate both the business benefits (value proposition) and technical advantages of GreyNoise.
• 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. This may include skills such as deploying threat intelligence into a SOAR or SIEM, or being able to discuss standard Threat Analysis use cases.
• 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

Benefits

Equity in a high-growth, Series-A startup

100% covered health, dental, vision, and life plans for all employees

6 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. The stipend can be applied to tuition, books, conferences, and more

Company offsites and monthly local hangouts to encourage team bonding

GreyNoise Culture

The hallmark of any great company is a palpable and viscous culture. The most important pillars of our culture are:

• Be transparent, honest, and objective. This is 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 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

Check out our (work-in-progress) longform culture document.

Explainability

Any security product that is a "black box" that asks you to blindly trust it should raise red flags - we believe the same is true of your place of work. We obviously think GreyNoise is doing something unique, but don't take our word for it - ask any of our 150+ enterprise customers, investors, thousands of happy users, or dozens of journalists who have cited GreyNoise over the past few years.

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!