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Grip Security · 3 months ago

Technical Customer Success Manager - East

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

Grip Security specializes in providing visibility into enterprise SaaS applications, focusing on secure access and data flow mapping. They are seeking a Technical Customer Success Manager to engage with clients, build relationships, and ensure customer satisfaction and success with the Grip Platform.

Cyber SecurityInformation TechnologyNetwork SecurityProductivity ToolsSaaS

Responsibilities

Manage customer expectations, project scope, and resources needed to guide our customers into maximum success with Grip through deployment, enablement, adoption, operations, and business outcomes

Understand our customer’s business needs, use cases, and priorities

Build knowledge of the customer’s environment and become their champion within Grip

Review customers’ evolving needs with our product management team

Develop and communicate Grip portfolio status, risks, and issues to all levels of stakeholders ranging from technical staff to executives

Create custom reporting for our clients using SQL

Create overtime progress visuals and reporting visuals using BI tools

Define the agreed success metrics with customers and periodically review of the success levels with stakeholders

Organize internal stakeholders to represent customer requirements from support escalations, feature enhancement requests, and integration requests

Lifecycle support management, including support tickets, escalations, and bug project management

Gather feedback for client references, beta testers, G2 reviews, and use cases, and working with the Marketing and product teams on these

Provide our sales team with client-initiated referrals

Present new Product features and enhancements to clients in a format that is easily understood to increase adoption of Grip

Work with Sales, Finance, and Admin teams on customer renewals and upsells

Pass leads to Sales on any new opportunities/upsells on existing clients as new SKUs become available

Track clients’ health scores and communicating and escalating any risks

Be accountable for the solution provided to the customer to ensure great service, response times, and customer satisfaction and success

Create enablement content, and QBR & AER materials

Qualification

Cybersecurity experienceSQLPythonBI toolsAWSAPI integrationExcel reportingClient facing experienceInterpersonal skillsPresentation skillsTime management