Customer Success Manager (CSM)

Job Description

Job Description

Gryphon AI empowers marketing, customer service, and sales organizations to deliver meaningful revenue growth, an enhanced customer experience, and essential risk mitigation by seamlessly balancing regulatory compliance with business-specific objectives in every interaction. 

Gryphon ONE is a comprehensive platform that empowers revenue organizations and customer teams with intelligent, fully compliant solutions that enable enterprises to increase revenue, mitigate risk, and provide personalized customer support. With robust communication compliance measures, Gryphon ONE ensures that every customer interaction adheres to industry regulations.  

General:  

The Customer Success Manager (CSM) is responsible for driving customer adoption, value realization, and long-term retention within the Gryphon AI growth landscape. This role partners with customers throughout the lifecycle - from onboarding through renewal - to ensure successful implementation, product usage, and achievement of business outcomes. The CSM acts as a trusted advisor, leveraging product expertise, usage data, and customer insights to proactively address risks, reduce churn, and identify expansion opportunities. Working cross-functionally with Sales, Product, and Support teams, the CSM champions the voice of the customer while contributing to scalable, data-driven success strategies.  

Key Responsibilities: 

• Demonstrate a deep understanding of the client’s business objectives, how Gryphon AI addresses their challenges, and the value they derive from using Gryphon AI.  

• Renewal & Churn Management – Own renewals and proactively manage churn risk.  

• Upsell & Cross-Sell – Identify and track potential whitespace in assigned accounts, and execute upsell and cross-sell opportunities within them.  

• Proactive Engagement & Relationship Management – Maintain regular touchpoints with customers to drive adoption and satisfaction.  

• Customer Advocacy – Collect and share customer feedback (both positive and negative) to drive continuous improvement.  

• Driving Customer Outcomes & Value – Ensure customers achieve measurable business outcomes through Gryphon AI solutions.  

• Commercial & Executive Conversations – Lead strategic, ROI-driven conversations with billing leaders, operators, and executives. Confidently present value, handle objections, negotiate terms, and drive consensus toward expansion and renewal. 

• Internal Collaboration – Work closely with cross-functional teams, including RevOps, Sales, Services, Support, and Product teams, to align on customer needs.  

• Performance Monitoring & Forecasting – Track account health, adoption trends, renewal risk, and expansion pipeline in CRM. Forecast renewals and expansion revenue accurately and consistently.  

• Develop and execute success plans aligned to customer goals and KPIs. 

• Reduce churn and increase retention through proactive relationship management.  

Basic Qualifications:  

• 2–5 years of experience in Customer Success, Account Management, Client Services, or a related SaaS role 

• Experience managing customer relationships across the full lifecycle (onboarding, adoption, renewal) 

• Strong communication and presentation skills with the ability to engage both technical and non-technical stakeholders 

• Proven ability to manage multiple accounts and priorities in a fast-paced environment 

• Familiarity with SaaS business models, subscription metrics, and customer retention strategies 

• Comfortable managing pipeline, forecasting revenue, and tracking performance in Salesforce. 

• Autonomy & self-direction: Highly self-motivated, able to identify critical problems and drive solutions independently with minimal oversight; self-directed 

• Thrives in a growth-stage environment, demonstrating urgency, bias for action, and comfort with ambiguity. Approaches complex, ambiguous problems with a highly organized and logical mindset.  

Additional Qualifications: 

• Experience in a B2B SaaS environment, preferably with mid-market or enterprise customers 

• Demonstrated success driving renewals, expansion, or upsell opportunities 

• Experience conducting QBRs/SBRs and developing customer success plans 

• Strong negotiation and commercial instincts—you’re comfortable discussing pricing, scope expansion, and contract terms 

• Ability to analyze product usage data and translate insights into action 

• Develop mastery of Gryphon AI’s products, with superb technical proficiency and a growth mindset as technology continues to evolve.  

• Experience working cross-functionally with Sales, Product, Support, and Services teams 

• An exceptional work ethic, with strong values and principles – takes every opportunity to go above and beyond 

• Detail-oriented: able to notice the little things that make a big difference

• Experience using AI in performing the duties of a CSM     

Privacy: 

• Comply with Company information security and personal data privacy and protection policies and procedures, and maintain security measures to ensure adherence to all applicable laws, regulations, standards, and best practices. 

• Protect company data (including personal data collected, processed, and stored by the company) and systems from unauthorized access, disclosure, alteration, and destruction. 

• Participate in regular information security, personal data privacy, and protection training and awareness programs to stay informed about emerging threats and vulnerabilities, and how to protect company data and systems. 

• Report any threatened, suspected, or actual data breaches or incidents to the appropriate stakeholders as soon as possible to your manager or designated company contact. 

• Ensure all data handling processes, including collection, storage, transfer, and disposal, comply with company policies and legal requirements.  

Compensation

The target compensation range for this role includes a base salary and target variable incentive of $120-130k along with a comprehensive benefits package including medical, dental, vision, 401(k), and other employee programs. 

We are an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.