Customer Success Manager

Summary

Join Graylog as a bi-lingual (German & English) Customer Success Manager and play a key role in our growing customer success organization. You will manage a portfolio of enterprise customers in the DACH region, focusing on retention and growth. This role involves building strong customer relationships, understanding their business needs, and ensuring their success with Graylog's TDIR solutions. The position offers remote work flexibility in the UK or Germany and reports to the VP of Customer Success in the US. Graylog offers a collaborative and diverse work environment with opportunities for professional development and various benefits.

Requirements

• Fluent in spoken and written English & German is essential
• Prior experience in a customer success or account manager role
• Thorough relationship and trust-building skills
• Clear and concise verbal and written communication skills across all levels including communicating with C-Level executives
• Excellent time management and organizational skills

Responsibilities

• Act as the primary point of contact and advocate for assigned enterprise customers
• Lead regular and strategic engagements throughout the customer lifecycle
• Understand customer business goals and needs to drive retention and growth
• Educate customers on new features, products, services, and solutions
• Work closely with cross-functional teams to ensure the best customer experience
• Provide continuous customer feedback to internal teams for product improvement
• Ensure high levels of customer satisfaction through proactive support and service
• Build and maintain relationships with multiple contacts throughout our customer’s organizations
• Identify and mitigate risks throughout the customer life cycle

Preferred Qualifications

• Industry experience in IT security, cloud, or on-prem would be advantageous
• Tech stack exposure with tools such as HubSpot, Salesforce, 6sense, Gainsight or similar
• Familiarity and knowledge of security, IT, and cloud technology concepts with a desire and appreciation of keeping up to date with the goings and comings of what’s happening in IT Security

Benefits

• Opportunity to work with a globally distributed and diverse team
• Grow and develop professionally and personally in a fast-growing environment
• Choice of latest equipment to help you succeed
• Monthly allowance to support your commute costs and support outfitting your work-from-home environment
• Remote work flexibility in the UK or Germany