Customer Success Manager - Federal

GreyNoise Intelligence • Washington, DC

11h • Remote

About The Position

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 GreyNoise Customer Success Manager - Federal (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 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 continued success with all GreyNoise services.
This position will report to the Senior Director of Customer Experience.

Requirements

• At least 5 years of experience providing Customer Success for a SaaS solution, preferably in the Cyber Security industry
• Prior experience working with Federal and Public Sector organizations
• A passion for providing customers with an experience that is outstanding and 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 allow the CSM to work independently to manage their portfolio while ensuring the other teams are up to date on each customer's status and can support CXS/Customer needs.
• The ability to manage a large portfolio of global customers (ie. Must be willing to support globally)
• 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
• Quick learner with good technical and problem-solving skills

Nice To Haves

• Generally familiar 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
• Located in the DC metro area

Responsibilities

• Interact with GreyNoise customers (Federal, Public Sector and Global Gov’t) 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 regular check-in calls with portfolio customers to check on current status, review product usage, discuss additional use cases, and review the upcoming GreyNoise roadmap
• Answer inbound emails from customers or redirect them to an appropriate contact and ensure 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 interactions with customers 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 in a timely manner. Requires working closely with the GreyNoise Product Team to correctly capture and scope customer requests as required by the Product team
• Handle customer subscription renewals by coordinating quotes and collaborating with procurement teams. This includes responding to and filling out RFPs and other contracting vehicles necessary to facilitate these renewals
• Engage with the Sales team to work on customer expansion opportunities and facilitate all communications with appropriate customer stakeholders
• Interact regularly with all GreyNoise internal teams to communicate customer needs, get updates, and pull other relevant team members into customer interactions when needed

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%, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees