Technical Customer Success Manager (East Coast)

Description

Grip specializes in providing unparalleled visibility into all aspects of enterprise SaaS applications, distinguishing itself in the identification of apps, users, and interactions with exceptional precision. Empowered by profound visibility, Grip ensures secure access to SaaS applications across diverse devices and locations. Our meticulous data flow mapping enforces robust security policies, preventing data loss throughout the entire SaaS portfolio.   

Position Overview 

We are looking for our next Technical Customer Success Manager based on the East Coast. As a crucial member of the customer success team, you will work closely with our customers, engage clients, build strategic relationships with them, and help them achieve their SaaS application goals within their SaaS application security environment. You will help to enable them with the Grip Platform and be their point of contact for all service and support related matters. This position will play an important role in ensuring client satisfaction and success with Grip. 

In addition to engaging with customers daily, you will also gather feedback and experiences with the Grip Platform and share this feedback with the product development team, providing important customer perspectives and influencing product roadmap and development. 

We are looking for a candidate who is self-motivated, willing to learn, and passionate about technical customer success, and SaaS security. 

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 
• 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 measurements of Grip with customers, and periodic review of the success levels with stakeholders 
• Organize internal stakeholders to represent customer requirements from support escalations, feature enhancement requests, and integration requests 
• Manage lifecycle support, including support tickets, escalations, and bug project management 
• Gather feedback for client references, beta testers, G2 reviews, and use cases, and work with the Marketing and Product teams on these 
• Present new product features and enhancements to clients in a format that is easily understandable to increase adoption of Grip 
• Work with Sales, Finance, and Admin teams on customer renewals 
• Pass leads to Sales on any new opportunities/upsells on existing clients as new SKUs become available 
• Track clients’ health scores, and communicate and escalate any risks 
• Be accountable for the solution provided to the customer to ensure great service, response times, and customer satisfaction and success

Requirements

• Prior client-facing experience communicating to operational level up to C-level stakeholders 
• Prior cybersecurity experience  
• Proficiency in Zendesk, Salesforce, PowerPoint, Excel, Jira, Confluence, AWS, BI tools, Datadog 
• Experience designing and implementing queries over relational databases through SQL 
• Experience using Python, JSON (or any relevant scripting language) and Excel to design and implement reporting tools based on internal and external datasets 
• Experience developing automation for repetitive processes 
• Experience using AWS and other cloud-based infrastructure tools to analyze and debug through logs and first-line cloud environment debugging 
• Ability to work independently and as part of a team 
• Excellent interpersonal, verbal, written, and presentation skills 
•  Excellent time management and prioritization skills, and the ability to manage multiple concurrent projects/customers 
• Must be based on the East Coast and available in EST 
• If Boston based, preference toward hybrid work model