The Role

The GreyNoise Customer Experience Specialist (CXS) 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 CXS will be a customer’s primary contact and will facilitate all customer needs with the rest of the GreyNoise organization. The CXS will also be responsible for the retention of our customers and continued success using all GreyNoise services. This position will report to the Director of Customer Experience.

What You Will Do

• Interact with GreyNoise 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 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 renewals of customer subscriptions by coordinating quotes and working with procurement teams
• 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

What You Will Bring

• Familiarity with providing Customer Success for a SaaS solution, at least 2 years in a similar role
• 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 CXS to work independently to manage their portfolio while ensuring the other teams are up-to-date on each customer’s status and can help support CXS/Customer needs.
• The ability to manage a large 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 GreyNoise.
• Exceptional organizational skills and the ability to properly track and organize interactions with a large number of customers

Nice to Haves

• Experience in a customer-facing role within a cybersecurity company
• 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

A Few of Our Customer Experience Principles

• 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 they are asking and make our best effort to find a solution
• We are going to lose customers, but when we do, be sure to: Be Clinical about the experience, Identify what we could have done better, and Identify if it could have been prevented