Customer Success Manager- DACH

Graylog: Empowering Threat Detection, Investigation, & Response Solutions with Cutting-Edge Technology Graylog specializes in delivering top-notch Threat Detection, Investigation, & Response (TDIR) solutions, backed by our latest addition, the Graylog API security platform. As a renowned centralized log management (CLM) and Security Information Event Management (SIEM) provider, we offer unparalleled fast and efficient log analysis capabilities in critical areas such as security, compliance, operations, and DevOps. Our enterprise solution enables organizations globally to capture, store, and analyze terabytes of machine data in near-real time while our open-source product has been deployed in more than 50,000 installations worldwide, empowering individuals and small teams to perform basic log consolidation, analysis, and search functions at no cost. We're a remote-friendly company with locations in Hamburg, Munich, London, Boulder, and headquarters in Houston, TX. If you live near an office and want to be part of said office great.  Nearish to an office and want to have the ability to hot desk? No problem, and if you're not near an office and wish to work remotely, all good! Recent achievements for Graylog have been inclusion in the 2021 Deloitte Technology Fast 500™, we took home two of the most prestigious cybersecurity awards in SIEM and DevSecOps from Cyber Defence Magazine at RSA in 2023, and 2024 has seen us take home gold and become the Globee Winner for Security Information & Event Management and the 2024 Globee Winner for Threat Hunting, Detection, Intelligence, and Response.
Graylog has recently been named a “Leader” and “Fast Mover” in GigaOM’s 2024 Radar Report for SIEM.  
Who we’re looking for;  Graylog is currently recruiting for a bi-lingual German & English-speaking Customer Success Manager to join our customer success organization during an exciting period of growth. Our Customer Success Managers are responsible for managing a portfolio of enterprise customers, driving retention, and fostering growth by understanding their unique business goals and needs. As a Customer Success Manager at Graylog you will focus on building long-term, mutually beneficial relationships between Graylog and our customers across the DACH territory. You’ll go beyond traditional customer support and service by focusing on the ongoing success and satisfaction of our customers in turn enabling them to meet their TDIR (threat detection, investigation, & response) and business goals. This position can be based either in the UK (London office or remote) or Germany (Hamburg office or remote). The Customer Success Manager will report to the VP of Customer Success based in the US.

Additional responsibilities will include but are not limited to;

• 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.

Little bit about you;

• Fluent in spoken and written English & German is essential.
• Prior experience in a customer success or account manager role.
• Industry experience in IT security, cloud, or on-prem would be advantageous.  
• 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.
• 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.

Just some of the reasons why to join Graylog;

• 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.

Here at Graylog, you'll find a diverse group of experienced professionals who love to have fun while meeting the needs of our customers with the best solution and customer service available.
Our values;
Openness- As a global company, we encourage our people to bring their backgrounds, ideas, and perspectives to our collective work. We lead with integrity and are committed to doing what is best for the Graylog community.
Collaboration- Through mutual respect, trust, and candid communication across all teams, we deliver the best ideas and results.
Useful Innovation- We take calculated risks to find new ways to innovate. By continuously improving ourselves, processes, and technologies, we deliver the best solution for our customers.
Ownership- As owners, we take the initiative to solve internal and external problems while supporting peer success and holding ourselves accountable for delivering the best work. We do this from a place of high trust.
Do the Right Thing!- Comfort and safety come from knowing that everyone will do the right thing, even when nobody's looking.
For further information please submit an application and a member of the Graylog People Team will be in touch.