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 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.

All US based positions are fully remote within the US, with optional office attendance at our DC area headquarters, unless otherwise specified. Applicants must have US work authorization. 

Please see the specific job description for all international position locations.

The Role

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