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 As the next Senior Customer Success Specialist, you won’t just be answering questions—you’ll be a trusted advisor to our most high-value global accounts. We are looking for a strategic thinker who thrives on building long-term relationships, navigating complex onboardings, and identifying growth opportunities that help clients win. Work Setup: Remote - Philippines Type of Contract: Full-Time Schedule/Hours: 9 AM – 6 PM EST, Mon-Fri (Night Shift) Equipment: Bring-Your-Own Device (BYOD) The Senior Customer Success Specialist serves as a trusted advisor and strategic partner for customers, ensuring they achieve maximum value from our products and services. This role goes beyond day-to-day support, focusing on driving customer retention, expansion, and satisfaction through proactive engagement, deep product knowledge, and collaboration across internal teams. The Senior Specialist will also mentor junior team members and contribute to the development of customer success best practices. - Serve as the primary point of contact for high-value and strategic accounts, ensuring exceptional customer experiences and outcomes. - Develop and maintain strong, long-term relationships with decision-makers and key stakeholders. - Act as the customer’s advocate within the company, ensuring their feedback informs product, process, and service improvements. - Lead complex onboarding processes for new customers, ensuring seamless adoption and integration of products/services. - Deliver advanced product training sessions tailored to customer needs, fostering self-sufficiency and long-term engagement. - Proactively identify opportunities for account growth through upselling, cross-selling, and contract renewals. - Partner with Sales and Product teams to create tailored solutions that align with customer goals. - Track and manage customer health scores, intervening early to mitigate churn risks. - Resolve escalated customer issues quickly and effectively via Email & Phone, providing expert guidance and solutions. - Analyze recurring customer challenges to recommend systemic process or product improvements. - Maintain accurate records of customer interactions in the CRM system, leveraging data to inform strategies. - Provide leadership with insights on customer satisfaction trends, retention risks, and opportunities. - Mentor and support junior Customer Success team members, sharing best practices and coaching on difficult cases. - Collaborate closely with Sales, Product, and Technical teams to ensure customer success is integrated across the organization. - Adhere to company policies and procedures. - Meet or exceed performance targets for related KPIs. - Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. - Collaborate with other departments as needed. - Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. - Perform other duties as assigned. Qualifications - 3-5 years experience in a customer success, account management, or related customer-facing role. - Strong proficiency with CRM software (HubSpot) and customer support tools. - Strong communication skills, both verbal and written, with natural and accent-neutral storytelling ability. - Excellent interpersonal skills, with the ability to engage and influence senior-level stakeholders. - Demonstrated ability to manage multiple priorities in a fast-paced environment. - Strong problem-solving skills with a data-driven approach to decision-making. - Focus on retention, repeat usage, and adoption metrics. - Ability to support onboarding, demos, and customer education. - Technical aptitude to clearly explain app features. - Sales acumen with the ability to convert users. - Proficiency utilizing sales outreach tools, specifically LinkedIn Sales Navigator. Benefits - Competitive compensation. - Adherence to government-mandated benefits. - Retirement Savings Program with Company Matching. - Life Insurance. - HMO 1st day. - Paid time off + birthday leave. - Bonus and incentive plans. - Opportunities for skills training and personal and professional development. - Employee Referral Program.

• Own a portfolio of clients, serving as the primary point of contact to ensure satisfaction, retention, product adoption, and revenue growth. • Build and maintain strong, long-term, trusted client relationships, advocating for their success and coordinating with Client Support to resolve technical issues. • Develop and execute account growth strategies to identify and secure upsell, cross-sell, and renewal opportunities aligned with client goals and business needs. • Deliver recommendations, showcasing how additional products, services, or features can drive measurable ROI for the client. • Proactively prospect within existing accounts to identify new business needs, product gaps, and expansion opportunities. • Provide technical insights and leading practices to clients for optimizing Salesforce-native Advancement RM products. • Supports CRM clients with advancement ecosystem products, including Salesforce AppExchange and integrated solutions. • Maintain accurate pipeline and forecasting through CRM tools, tracking all account activity and revenue opportunities. • Translate client feedback into actionable requirements for Product Management. • Keep clients informed of Salesforce and Kindsight product updates, new features, and technical best practices. • Drive renewals and expansion opportunities by demonstrating the technical and business value of our solutions.

Working at Atlassian Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. However, we are currently only recruiting for this role in the UK. About DX DX is headquartered in Salt Lake City, Utah and is one of the fastest-growing SaaS companies globally. We help engineering leaders build high-performing, productive teams. DX collects millions of data points daily, powering insights into developer productivity and experience at companies like Pinterest, GitHub, BNY, Xero, and many more . Our business has scaled profitably and grown rapidly-tripling annual recurring revenue in the last several years. DX recently closed on its acquisition by Atlassian . By joining Atlassian, we will expand our resources, accelerate growth and R&D, and ultimately deliver greater impact to our customers. About the role - We are a team of passionate, 10X performers who are energized by making an impact on our customers and our company. - As a CSM, you will be partnering with up to 30 of DX's midmarket customers to drive engineering transformation using our platform. In this role, you'll be managing an important segment of our customers through implementation and rollout and the eventual renewal. Along the way, you'll be focused on driving their success with the program, helping ensure product utilization, business alignment, and that DX is always supporting high-value use cases at the company. - You will join a team of collaborative CSMs and reporting to our Manager of Commercial Customer Success. Everyone on the team is here to do more than just be a great CSM. We're all working together to build an exceptional customer success function and a generational business, and everyone is extremely close to-and has influence over-important decision-making at the company. - This is a special opportunity for the right person. At DX, the challenge isn't firefighting or dealing with a buggy product. Our challenge is partnering with customers to ensure DX drives real change and positive impact at their company. Every CSM will have a great supporting cast, allowing you to focus on being proactive and strategic rather than reactive. Key responsibilities - Become a product expert and a master of our customer success process - Own the full customer lifecycle, from implementation, to driving program success (utilization, business alignment, use case development and fulfillment) and running the renewal - Effectively coordinate and lead the internal team focused on supporting each customer to ensure our customers get what they need (ProServ, Sales, Support, and Solutions Engineering) - Create and maintain a customer success plan, tracking success initiatives - Meet targets for net renewal and customer expansion, accurately forecast renewals and track their progress - Identify and resolve potential renewal challenges to ensure a high renewal rate - Establish DX as a key strategic driver of our prospect's business goals, leading them to integrate DX insights into their company workflows - Arrange and conduct Executive and CxO services-related discussions according to the account strategy - Discover opportunities for expansion and growth within accounts by identifying potential use cases where DX can support - Collaborate closely with all functions of the business to ensure our customers are successful - Proactively track and report key account metrics to measure success and identify areas for improvement What we value at DX Companies have all kinds of culture slides. At DX, we want to be very clear about what we care about and how we judge performance. For us, it all boils down to individual mastery, becoming the best at your craft. Those who exhibit this quality will thrive here and be unduly rewarded. We can't control outcomes due to competitors, the economy, decision-makers, etc., but what we can control is doing our jobs at the highest level possible. What makes a great fit - 3-5 years previous Customer Success management experience - You quietly outwork your peers, you are meticulous and obsessive about details and process - You perform at a high level consistently, not in spurts - Ability to quickly learn and communicate about technical topics and products - Ability to take ownership, work under pressure, and meet deadlines on time - Ability to challenge, recommend, and redirect teams, as well as manage customer expectations - Excellent presentation, communication (oral & written), and relationship-building skills, across all levels of management - Excellent people management skills, including the ability to influence, negotiate, and achieve results through others who are not direct reports Bonus points if you... - Have past startup experience - Have past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO) Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits . About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit go.atlassian.com/crh . #LI-NT1