Customer Success Specialist: CANDIDATES MUST SIT IN CST TIME ZONE Qualifications: 1+ year of experience with high-volume customer assistance Experience within customer success or onboarding Must have experience with CRM software Job Description As an Customer Success Specialist, you will play a pivotal role in fostering relationships with potential partners, guiding them through the application process, and ensuring a seamless onboarding experience. You will be responsible for managing leads, providing excellent customer service, and collaborating with internal teams to meet program requirements. Responsibilities - Conduct warm calls to prospective partners who have expressed interest in the program. - Manage and prioritize leads to ensure timely follow-up and engagement. - Send application materials and guide applicants through the submission process. - Serve as the primary point of contact for applicants, answering questions and providing clear, helpful guidance. - Assist applicants in navigating each stage of the funnel, from initial interest to becoming an active delivery partner. - Request and collect necessary documentation for vetting and onboarding. - Collaborate with internal teams to ensure applicants meet all requirements and deadlines. Job Type & LocationThis is a Contract position based out of Austin, TX. Pay and BenefitsThe pay range for this position is $26.50 - $26.50/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Apr 10, 2026. About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

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.