About GreyScout
GreyScout provides an intuitive Online Brand Protection SaaS platform to enable brands and intellectual property owners to detect, verify and enforce against infringing content online. As a company, we are laser-focused on our mission to democratize intellectual property protection.
Headquartered in Dublin Ireland, we’re an innovative, fast-growing technology company with all the opportunity for impact and career growth that comes with the territory. We believe in hiring great people and we prioritize our core values of problem-solving, learning, innovation, appreciation and team mentality in the people we hire.
Role Overview
We’re looking for a Customer Success Manager to join our growing CS team and work hand-in-hand with Operations and Sales leadership.
Your mission: raise the bar for customer success excellence, owning the journey from onboarding through renewal, uncovering expansion opportunities across accounts, and helping refine the playbooks that will power our next wave of growth.
As GreyScout scales, you’ll have ample room to step into more senior responsibilities.
Key Responsibilities
- Customer Onboarding & Activation – guide new customers through implementation, slash time-to-value and set clear success metrics.
- Feature Adoption & Engagement – drive continuous product education, promote new features and maximize platform usage against KPIs.
- Customer Health Monitoring & Success Planning – maintain health scores, build joint success plans and co-lead executive QBRs to keep outcomes on track.
- Support Renewal & Expansion with Account Manager – support renewal forecasts, contract extensions, and uncover upsell / cross-sell opportunities to boost net-revenue retention.
- Voice of the Customer Advocacy – capture feedback, surface insights to Product, Engineering and Data-Ops and influence the roadmap.
- Process Optimisation & Playbook Scaling – streamline CS workflows, automate touchpoints and scale best practices alongside Ops and Sales leaders.
- Support Customer Stories & Case Study Creation – partner with Marketing to secure testimonials, develop case studies and showcase measurable customer wins.
Qualifications
- 3+ years of B2B SaaS Customer Success or Account Management experience (startup or high-growth environment preferred)
- Proven record of hitting retention goals and negotiating annual renewals
- Comfortable managing accounts in the $20k–$50k ACV range
- Strong communicator who can lead executive QBRs and translate data into clear actions
- Hands-on with CS tooling—HubSpot, PandaDoc, Zendesk (or similar)
- Analytical, resourceful, and excited to build processes in a fast-moving team
Nice-to-Haves
- Experience working in eCommerce
- Legal or IP-protection background
Core Benefits and Perks
- Employee Share Options (ESOP) — share in the upside that you help us create.
- Competitive salary.
- 30 days annual leave.
- Pension benefit (specific to region)
- Educational resources and generous allowance to support development.
- Inclusive policies – maternity, paternity & parental leave.
- Top-class equipment and choice of hardware.
