Technical Customer Success Manager - East

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 and AI 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 in the East time zone. 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, retention, and success with Grip. 

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

Technical (there is a tech evaluation to determine skill level in our hiring process):

• 1-2 years of prior Cybersecurity experience 
• Experience in designing and implementing queries over relational databases through SQL 
• Experience using Python or PowerShell (or any relevant scripting language) 
• Experience with BI tools
• Excel skills - Designing and implementing reporting tools based on internal and external datasets. 
• Experience in developing automation for repetitive processes.
• Experience with API connections and integration between SaaS tools, and debugging of
• Experience in using AWS and other cloud-based infrastructure tools - analyzing and debugging through logs and first-line cloud environment debugging. 
• Proficiency in Zendesk, Salesforce, PowerPoint, Excel, Jira, Confluence, AWS, Slack, & MS teams experience

Non Technical:

• Prior client facing experience communicating to operational level up to C- Level stakeholders 
• Ability to work independently and as part of a team. 
• Excellent interpersonal, verbal, written, and presentation skills. 
• Self Governing- as a remote position with some travel.
• Excellent time management, multi-tasking, prioritization skills, and the ability to manage multiple concurrent projects/customers. 
• Must be available to work during East time zone business hours
• Must be open to travel and do on-sites with clients