DescriptionGeneral: The Customer Success Manager (CSM) is responsible for driving customer adoption, value realization, and long-term retention within the Gryphon AI growth landscape. This role partners with customers throughout the lifecycle - from onboarding through renewal - to ensure successful implementation, product usage, and achievement of business outcomes. The CSM acts as a trusted advisor, leveraging product expertise, usage data, and customer insights to proactively address risks, reduce churn, and identify expansion opportunities. Working cross-functionally with Sales, Product, and Support teams, the CSM champions the voice of the customer while contributing to scalable, data-driven success strategies.
Key Responsibilities: - Demonstrate a deep understanding of the client's business objectives, how Gryphon AI addresses their challenges, and the value they derive from using Gryphon AI.
- Renewal & Churn Management - Own renewals and proactively manage churn risk.
- Upsell & Cross-Sell - Identify and track potential whitespace in assigned accounts, and execute upsell and cross-sell opportunities within them.
- Proactive Engagement & Relationship Management - Maintain regular touchpoints with customers to drive adoption and satisfaction.
- Customer Advocacy - Collect and share customer feedback (both positive and negative) to drive continuous improvement.
- Driving Customer Outcomes & Value - Ensure customers achieve measurable business outcomes through Gryphon AI solutions.
- Commercial & Executive Conversations - Lead strategic, ROI-driven conversations with billing leaders, operators, and executives. Confidently present value, handle objections, negotiate terms, and drive consensus toward expansion and renewal.
- Internal Collaboration - Work closely with cross-functional teams, including RevOps, Sales, Services, Support, and Product teams, to align on customer needs.
- Performance Monitoring & Forecasting - Track account health, adoption trends, renewal risk, and expansion pipeline in CRM. Forecast renewals and expansion revenue accurately and consistently.
- Develop and execute success plans aligned to customer goals and KPIs.
- Reduce churn and increase retention through proactive relationship management.
Basic Qualifications:- 2-5 years of experience in Customer Success, Account Management, Client Services, or a related SaaS role
- Experience managing customer relationships across the full lifecycle (onboarding, adoption, renewal)
- Strong communication and presentation skills with the ability to engage both technical and non-technical stakeholders
- Proven ability to manage multiple accounts and priorities in a fast-paced environment
- Familiarity with SaaS business models, subscription metrics, and customer retention strategies
- Comfortable managing pipeline, forecasting revenue, and tracking performance in Salesforce.
- Autonomy & self-direction: Highly self-motivated, able to identify critical problems and drive solutions independently with minimal oversight; self-directed
- Thrives in a growth-stage environment, demonstrating urgency, bias for action, and comfort with ambiguity. Approaches complex, ambiguous problems with a highly organized and logical mindset.
Additional Qualifications: - Experience in a B2B SaaS environment, preferably with mid-market or enterprise customers
- Demonstrated success driving renewals, expansion, or upsell opportunities
- Experience conducting QBRs/SBRs and developing customer success plans
- Strong negotiation and commercial instincts-you're comfortable discussing pricing, scope expansion, and contract terms
- Ability to analyze product usage data and translate insights into action
- Develop mastery of Gryphon AI's products, with superb technical proficiency and a growth mindset as technology continues to evolve.
- Experience working cross-functionally with Sales, Product, Support, and Services teams
- An 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
Privacy: - Comply with Company information security and personal data privacy and protection policies and procedures, and maintain security measures to ensure adherence to all applicable laws, regulations, standards, and best practices.
- Protect company data (including personal data collected, processed, and stored by the company) and systems from unauthorized access, disclosure, alteration, and destruction.
- Participate in regular information security, personal data privacy, and protection training and awareness programs to stay informed about emerging threats and vulnerabilities, and how to protect company data and systems.
- Report any threatened, suspected, or actual data breaches or incidents to the appropriate stakeholders as soon as possible to your manager or designated company contact.
- Ensure all data handling processes, including collection, storage, transfer, and disposal, comply with company policies and legal requirements.
CompensationThe target compensation range for this role includes a base salary and target variable incentive of $120-130k along with a comprehensive benefits package including medical, dental, vision, 401(k), and other employee programs.
