Program Customer Success Manager

About Gryphon

Have you been looking for an established company that is spreading its wings and is not afraid to jump back into the fast past world of a rapidly growing tech company? Are you looking for authentic co-workers that embrace getting their hands dirty while enjoying all the time we spend together? Then Gryphon may be the fit for you!  

Gryphon is an industry leader in providing an integrated, rules-based multi-channel SaaS communication platform that is taking flight with wicked cool tech in the Sales Engagement and Acceleration space. For over 20 years, Gryphon has been committed to exceeding customer expectations accumulating over 1,500 years of calling data experience with zero violations. Gryphon has worked with Sales, Marketing and Compliance executives across the Fortune 500 companies, as well as small and medium businesses, helping them drive data-driven decisions with user-friendly dashboards for their Go-To-Market teams. 

The Role

We are looking for a passionate customer champion who knows how to navigate large enterprise customers and the internal landscape of a start-up like company. Our ideal candidate will look at how they can make a positive impact, internally and externally, while being ready to run fast with all the amazing things in store for 2021. 

The Team

The Customer Success team at Gryphon is passionate about seeing every customer dream big and achieve those dreams. Gryphon is a customer-centric company focusing on ensuring every interaction is a positive one and the Customer Success team is a huge part of that. The Program Team is critical to ensuring that every customer at Gryphon no matter their size feels like they are receiving a high touch, high-quality experience. Utilizing one to many techniques this team can analyze data to trigger the right playbooks for every situation. 

Daily Responsibilities and Activities: 

  • Help to build out the tech touch program across the customer journey 
  • Work collaboratively with cross functional teams (marketing, enablement, product, support) to ensure we have the right content and customer enablement in place to support this segment at scale 
  • Identify repeatable strategies and playbooks designed to drive adoption and mitigate risk 
  • Utilize 1: many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders 
  • Proactively communicate with customers and work to build out-reach programs that drive value across this segment 
  • Develop cadences of “tech touches” aligned to the customer journey including: new customer welcome, implementation, adoption, impact, expansion/renewal 
  • Monitor at-risk customers through usage, reporting and analytics. Take appropriate actions to manage and/or escalate to an efficient resolution working closely with Support to address and resolve 
  • Forecast outcomes, mitigate risk, and drive renewal growth strategies 
  • Leverage data insights to manage progress, performance, and priorities 

Basic Qualifications: 

  • 1+ years in customer success or sales facing role  
  • Excellent communication skills (written and verbal) 
  • Someone analytical by nature with a knack for solving real-world business challenges 
  • 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: 

  • Knowledge of Telephony, TCPA regulations, Sales Acceleration and Engagement  
  • 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 

About Gryphon is an innovator in voice-driven sales technology, providing the only real-time, AI-powered conversation intelligence platform with in-the-moment call coaching and guided selling. The foundation of the platform is a carrier-grade communication network that provides crystal clear audio for highly accurate transcription and relevant real-time intelligence for all your sales calls.

The company increases sales and marketing performance by providing managers with dashboard reporting, cloud call recording and speech analytics for any agent calling from any device while simultaneously ensuring that its customers maintain guaranteed compliance with complex consumer contact regulations. Clients include 8 of the top US insurers and half of the top banks, as well as Fortune 500 companies in industries such as healthcare, consumer goods, automotive, hospitality and retail. Gryphon is headquartered in Boston, Massachusetts.

Gryphon is an equal opportunity employer. If you are interested in joining the Gryphon team and would like further information concerning career opportunities, please email your cover letter and resume to