Customer Success Manager - EMEA

The Role

The Grey Noise Customer Success Manager (CSM) is a part of the Grey Noise 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 Grey Noise 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 Grey Noise organization.

The CSM will also be responsible for retaining our customers and ensuring their continued success with all Grey Noise 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).

• Interact with Grey Noise 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 Grey Noise 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 Grey Noise CRM.
• Track usage and successful adoption of Grey Noise products by customers.
• Act as the customer advocate within Grey Noise to ensure customer needs and requests are reviewed and responded to promptly. Requires working closely with the Grey Noise 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 Grey Noise internal teams to communicate customer needs, receive updates, and involve other relevant team members in customer interactions as needed.

• 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 Grey Noise.
• Exceptional organizational skills and the ability to properly track and organize interactions with a large number of customers.

• 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

• 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…