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SalaryAbout GreyNoise
GreyNoise isn't your typical Threat Intelligence company. Our vision is to create a more costly and frustrating world for cyber attackers by reporting their actions and origins at machine speed, enabling the security community to know more about attackers than they know about themselves.
Through our global honeypot network, we are often the first to see exploitation for new vulnerabilities, and share it with the security community and our customers. We don't put our product behind a paywall that you have to jump through five calls and demos just to see - in fact, we are committed to providing the security community a free version of our product to explore. And we have an awesome team of cybersecurity experts who believe in our mission, working with each other closely to execute together.
At GreyNoise, we value:
- Curiosity
- Agency
- A passion for defending against the adversary
- Diversity in thinking and spirited collaboration
- A drive to get things done in creative ways
All positions are fully remote within the US, with optional office attendance at our DC area headquarters, unless otherwise specified. Applicants must have US work authorization.
The Role
The GreyNoise Customer Experience Specialist (CXS) is a part of the GreyNoise Customer Experience (CX) team, which provides our customers with an industry-leading experience. This is a customer-centric position focused on ensuring our customers' success with GreyNoise is all but guaranteed. The CXS will be a customer's primary contact and will facilitate all customer needs with the rest of the GreyNoise organization. The CXS will also be responsible for the retention of our customers and continued success using all GreyNoise services. This position will report to the Director of Customer Experience.
What You Will Do
- Interact with GreyNoise customers regularly, which includes but is not limited to:
- Build relationships with Primary Contacts (PC) at customer organizations within your assigned portfolio
- Work with PCs to define success criteria and track outcomes
- Conduct quarterly check-in calls with portfolio customers to check on current status, review product usage, discuss additional use cases, and review the upcoming GreyNoise roadmap
- Answer inbound emails from customers or redirect them to an appropriate contact and ensure a timely response
- Ensure regular communications with portfolio customers
- Capture customer feedback and issues
- Coordinate onboarding and handoff (Sales to CX) of new customers
- Track all interactions with customers in the GreyNoise CRM
- Track usage and successful adoption of GreyNoise products by customers
- Act as the customer advocate within GreyNoise to ensure customer needs and requests are reviewed and responded to in a timely manner. Requires working closely with the GreyNoise Product Team to correctly capture and scope customer requests as required by the Product team
- Handle renewals of customer subscriptions by coordinating quotes and working with procurement teams
- Engage with the Sales team to work on customer expansion opportunities and facilitate all communications with appropriate customer stakeholders
- Interact regularly with all GreyNoise internal teams to communicate customer needs, get updates, and pull other relevant team members into customer interactions when needed
What You Will Bring
- Familiarity with providing Customer Success for a SaaS solution, at least 2 years in a similar role
- A passion for providing customers with an experience that is outstanding and builds long-lasting relationships
- The ability to work independently while managing customer accounts and also as a team to ensure successful communication and outcome achievement. The goal is to allow the CXS to work independently to manage their portfolio while ensuring the other teams are up-to-date on each customer's status and can help support CXS/Customer needs.
- The ability to manage a large portfolio of customer accounts across multiple verticals, locations, and of varied sizes
- Exceptional written and oral communication skills. This role requires an ability to understand and articulate both the business benefits (value proposition) and technical advantages of GreyNoise.
- Exceptional organizational skills and the ability to properly track and organize interactions with a large number of customers
Nice to Haves
- Experience in a customer-facing role within a cybersecurity company
- Generally familiar with cybersecurity terminology and concepts
- Familiarity with Hubspot, Linear, Notion, Slack, Github Issues, and Metabase
- Familiarity with reviewing business intelligence and product usage metrics regularly
A Few of Our Customer Experience Principles
- Customers should love working with us, and if they don't, we need to understand why and do our best to improve
- The customer isn't always right, but we should always listen and be respectful of what they are asking and make our best effort to find a solution
- We are going to lose customers, but when we do, be sure to: Be Clinical about the experience, Identify what we could have done better, and Identify if it could have been prevented
Benefits
Equity in a high-growth, Series-A startup
- ️ 100% covered health, dental, vision, and life plans for all employees
6️⃣ Competitive 401k employer match of 6%. This will be 100% matched and vested from day 1
Unlimited paid time off. To encourage time off from work and ensure overall employee health and wellness, GreyNoise strongly recommends each employee to take at least 120 hours of PTO (3 weeks) annually, including at least five consecutive business days
Remote-first culture. While we are headquartered in the Washington DC area, we have a distributed workforce - with the majority of our team working remotely from across the country
Equipment budget. Every new employee gets $3,000 to spend on equipment, so you can pick whatever works best for you
Paid family leave for all employees. We offer 4 months of paid leave (birth or adoption), plus 2 months of optional unpaid leave, so new parents have time to adjust to the new life (and work) schedule
Learning & development budget. All employees receive an annual $1,500 towards professional development related to their job function. The stipend can be applied to tuition, books, conferences, and more
Company offsites and monthly local hangouts to encourage team bonding
GreyNoise Culture
- Be transparent, honest, and objective. This is what it means to be "clinical"
- Empathize with customers, partners, and each other
- Learn from mistakes and share the knowledge
- The way feedback is delivered to one another matters as much as the feedback itself
- Good work-life balance is the key to sustained productivity
- The measure of a team member's effectiveness is how well the rest of the team operates in their unexpected absence
- No such thing as a million dollar idea, only million dollar execution
- Out-innovate our previous selves
Explainability
Any security product that is a "black box" that asks you to blindly trust it should raise red flags - we believe the same is true of your place of work. We obviously think GreyNoise is doing something unique, but don't take our word for it - ask any of our 150+ enterprise customers, investors, thousands of happy users, or dozens of journalists who have cited GreyNoise over the past few years.
Why You Should Work at GreyNoise
- You enjoy identifying and solving hard problems
- You are comfortable taking an idea from concept to customer
- You are open to both explaining your stance and questioning others in a clinical, open-minded, and respectful manner
- You want to directly impact users
- You want to grow beyond your current skill set
Apply for the job
Do you want to join our team? Then we'd love to hear about you!
