Gryphon AI

Role Description 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. 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. - Highly self-motivated, able to identify critical problems and drive solutions independently with minimal oversight. - 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—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. 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 of $90,000 plus a target variable incentive of up to $20,000, 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.

Role Description The Strategic Account Executive handles complex, large-scale accounts and high-value contracts. One of the main responsibilities is to identify new opportunities to expand markets and drive business growth while also enabling increased revenue from current accounts. After conducting market research, build and maintain strategic partnerships and nurture relationships with influencers and stakeholders. As a Strategic Account Executive, you will play an instrumental role in the Gryphon AI Sales organization. Upon hiring, the quota-carrying Strategic Account Executive will handle telephone, email, and web-based interaction with current and prospective Gryphon AI customers. The primary function of this role is to deliver new (not renewal) revenue to the organization and close new accounts. Gryphon AI is a highly entrepreneurial organization. The ideal candidate is a highly motivated, hungry, career-oriented individual with a competitive drive and a desire to develop a successful sales career in the technology sector. Responsibilities - Achieve and exceed designated sales goals - Maintain and expand your database of prospects within your assigned territory or vertical markets - Build individual pipeline and opportunities through daily outbound sales activity, with emphasis on phone prospecting, supplemented by email - Consult prospects on Gryphon AI best practices and trends to provide meaningful recommendations on our product lines - Collaborate cross-functionally with Marketing and Product teams to optimize company sales efforts - Professionally represent the Gryphon AI brand, vision, and values always - Maintain and improve quality results by following standards, recommending improved policies and procedures Qualifications - 7+ years of proven direct software sales success - Demonstrated ability to hunt for new-logo enterprise customers with strong desire to WIN - Track record of consistently meeting and exceeding revenue quotas - Ability to engage prospects through both inbound and outbound phone calls - Exceptional writing and communication skills - Demonstrated ability to navigate the sales cycle from start to finish - Strong work ethic and commitment - Positive, team-oriented attitude - Familiarity with Salesforce.com is a plus - Bachelor’s degree or equivalent related experience 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 and 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 of $150,000 plus a target variable incentive of up to $150,000, 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 the attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.