Customer Success Manager

Description

Gryphon AI empowers marketing, customer service, and sales organizations to deliver meaningful revenue growth, an enhanced customer experience, and essential risk mitigation by seamlessly balancing regulatory compliance with business-specific objectives in every interaction.

Gryphon ONE is a comprehensive platform that empowers revenue organizations and customer teams with intelligent, fully compliant solutions that enable enterprises to increase revenue, mitigate risk, and provide personalized customer support. With robust communication compliance measures, Gryphon ONE ensures that every customer interaction adheres to industry regulations.

General:

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 Rev Ops, 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…