• 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.  

• 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. 

• Autonomy & self-direction: Highly self-motivated, able to identify critical problems and drive solutions independently with minimal oversight; self-directed 

• 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.  

• 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—you’re 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     

• 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.