Director, Customer Success

Company Overview

Gryphon AI empowers marketing, customer service, and sales organizations to deliver meaningful revenue growth, enhanced customer experience, and essential risk mitigation by seamlessly balancing regulatory compliance and business-specific objectives throughout every interaction.

Gryphon ONE is a comprehensive platform that empowers revenue organizations and customer teams with intelligent, fully compliant solutions that enable enterprises to increase revenue, mitigate risk, and provide personalized customer support. With robust communication compliance measures, Gryphon ONE ensures that every customer interaction adheres to industry regulations.

Role Summary

General:  

The Director, Customer Success is responsible for the programs which minimize risk of churn and increase upsell, cross-sell, and adoption for all Gryphon AI customers. The Director will be the evangelist for client satisfaction while also understanding the cost associated with maintaining our customers to effectively propose the best programs to ensure our overall profitability and success. This role will report to the Vice President of Customer Success.

The Team:

The Customer Success team at Gryphon AI is passionate about building a healthy culture and supporting one another to do our best work. The purpose of the team is to study, understand, and coach each customer toward best-in-class enterprise contact compliance. Gryphon AI is a customer-centric company focusing on continual delivery of enterprise results, partnering with customers to protect the business from risk and maximizing the contactable base. Customer Success Managers  are responsible for building a relationship with a customer, understanding the customer’s business, and tracking the customer’s overall business goals and how Gryphon AI can help them. Maintaining and building quality relationships while guiding our customers to  identify best practices is key to long-term sustainable growth. 

Performance Metrics

Upsell, Retention (or Gross Revenue Retention), Lead Generation, and the Customer Health Score.

Key Responsibilities

• Leadership & Team Development

• Manage and mentor a team of Customer Success Managers (CSMs), focusing on skills such as client management, contract discussions, negotiations, conflict resolution, and solution selling.

• Drive adoption of tools and processes. Ensure consistent use of internal tools and compliance with established workflows across the team.

• Conduct regular 1:1s and team meetings to ensure alignment and growth.

• Define and implement best practices for client engagement, Strategic Business Reviews (SBRs), and annual reviews.

• Customer Success Strategy & Programs

• Develop programs to drive customer retention, satisfaction, adoption, and expansion (upsell/cross-sell).

• Create and maintain whitespace opportunity maps for all accounts.

• Promote Customer Advocacy internally by sharing success stories and feedback (both positive and negative) for continuous improvement.

• Account Management & Process Improvement

• Implement and propose improvements to account management, selling processes, pricing, and renewals.

• Own renewal and churn management strategies to minimize attrition.

• Track usage and health metrics to proactively address risks and opportunities.

• Revenue Growth & Collaboration

• Identify and own upsell and cross-sell opportunities across the customer base.

• Partner with Sales and Strategy teams to drive upsell initiatives and pipeline growth.

• Manage pipeline and CRM data integrity for accurate forecasting and reporting.

• Executive Relationship Building

• Strengthen executive-level relationships within accounts by leveraging Gryphon AI’s leadership team.

• Reporting & Metrics

• Deliver monthly reporting on key metrics (retention, adoption, upsell, churn).

• Prepare quarterly board reports on initiatives, upsells, and retention performance.

Skills & Experience

You’re a perfect fit if you have:

• Client-Centric Mindset: Thrive on building strong relationships and acting as a trusted advisor to your clients. 

• Excellent Communication Skills: Clearly communicate complex technical concepts to both technical and non-technical audiences. 

• Training and Development Skills: Experience developing and delivering engaging training programs. 

• Proactive Approach: Take initiative and  anticipate client needs, staying ahead of potential roadblocks. 

Basic Qualifications

• 5+ years in a customer success leadership role with a proven track record of retaining and growing customers in an enterprise software, service, or Software as a Service (SaaS) company. Experience in a compliance or regulatory industry is an advantage.

• Proven ability to manage teams

• History of improving processes, methodologies, or framework to improve overall team performance  

• Excellent communication skills (written and verbal)  

• Experience communicating with C-level to individual contributors  

• Proven self-starter and able to come up to speed on complex difficult concepts with ease  

• Ability to translate complex concepts into easy-to-understand trainings and documentation 

Additional Qualifications

• 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  

• A self-motivated person who can work under stress and meet deadlines  

• A positive attitude and open mind that approaches problems from all angles  

• Finds joy in helping customers drive  additional value in each experience with them  

• Previous experience in a client-facing role. 

• Excellent written and verbal communication skills.  

• Ability to work independently and collaboratively in a team environment.  

• Strong organizational and time management skills, with the ability to handle multiple priorities and deadlines effectively . 

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.

Work Environment

Reports to the VP of Customer Success in a collaborative, performance-driven enterprise sales organization.

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.