Technical Customer Success Manager

September 5

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Grip Security

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Grip Security is a pioneer in SaaS identity risk management, providing innovative solutions to help enterprises address the security risks associated with widespread SaaS adoption. The company’s SaaS Security Control Plane platform helps companies discover, prioritize, secure and orchestrate the mitigation and remediation of risks. The innovative approach of leveraging identity as the key control point allows companies to secure all SaaS applications and empowers enterprises to embrace SaaS adoption securely.

51 - 200 employees

📋 Description

• Manage customer expectations, project scope, and resources through deployment, enablement, adoption, operations, and business outcomes. • Understand customers’ business needs, use cases, and priorities; build knowledge of the customer’s environment and become their champion within Grip. • Review customers’ evolving needs with product management and communicate Grip portfolio status, risks, and issues to technical and executive stakeholders. • Create custom reporting for clients using SQL and produce progress visuals and reporting using BI tools. • Define agreed success metrics with customers and periodically review 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; collaborate with Marketing and Product teams. • Present new product features and enhancements to clients to drive adoption. • Work with Sales, Finance, and Admin on customer renewals, upsells, and pass leads to Sales for new opportunities. • Track clients’ health scores and communicate and escalate any risks. • Create enablement content and QBR & AER materials; be accountable for solution delivery, service levels, response times, and customer satisfaction.

🎯 Requirements

• Prior client facing experience communicating to operational level up to C- Level stakeholders • Prior Cybersecurity experience; 1 to 2 years preferred • Proficiency in Zendesk, Salesforce, PowerPoint, Excel, Jira, Confluence, AWS experience • Experience in designing and implementing queries over relational databases through SQL • Experience using Python (or any relevant scripting language) • Excel skills - Designing and implementing reporting tools based on internal and external datasets. • Familiar with API connections and debugging • Experience in developing automation for repetitive processes. • Experience in using AWS and other cloud-based infrastructure tools - analyzing and debugging 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, multi-tasking, prioritization skills, and the ability to manage multiple concurrent projects/customers. • Must be available to work in East or Central time zones