Associate Customer Success Manager - North America

Job description

🌀 THE COMPANY Filigran, founded in October 2022, stands out in the cybertech ecosystem for its commitment to revolutionizing cyber threat management with a proactive approach. Its mission is to develop innovative open-source solutions designed to anticipate cyber threats, identify security gaps, and strengthen organizational security posture. Filigran solutions are now trusted by over 6,000 public and private organizations worldwide. 🎯 THE ROLE We're looking for an Associate Customer Success Manager to join our Customer Success Team and help us to continue providing value to our customers in America. Based in the United States and working remotely, you will play a key role in ensuring the success and satisfaction of our users throughout their journey with Filigran. You will collaborate closely with support, engineering, and product teams to align technical delivery with business goals, while acting as a trusted advisor to our customers. 💼 YOUR RESPONSIBILITIES Under the guidance of a Sr. CSM and the CSM Manager: - Continuously expand knowledge of the CSM role, including each step of the customer lifecycle - Willingness to learn and become proficient in OpenCTI and OpenAEV - Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal - Build strong, proactive relationships with customers in the Americas - Identify and support opportunities for upsell and cross-sell in partnership with Sales - Coordinate with internal teams to resolve customer issues quickly and effectively - Collaborate with Customer Support Engineers to ensure seamless communication and delivery in response to support tickets - Collect and share customer feedback to improve product and service quality - Track success metrics and use data to inform customer strategy and engagement 🤝 WHO YOU’LL WORK WITH - You will report to the American Head of Customer Success - Work closely with Customer Support Engineers (CSEs), Sales, Product, and Engineering teams - Partner with regional teams to serve a diverse customer base - Collaborate cross-functionally to ensure high customer satisfaction and retention 🧬 PROFILE WE’RE LOOKING FOR - 1+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or tech OR experience in cyber threat intelligence or all source intelligence with cyber experience - Based in the United States or Canada with experience supporting national and regional customers - Strong technical aptitude and ability to work with tools like OpenCTI or OpenBAS (training available) under the guidance of a Sr. CSM - Excellent communication skills - Comfortable in a remote, async-first culture - Experience with CRM/CSM tools, customer journey tracking, and success metrics or willingness to learn under the guidance of a Sr. CSM. - Familiarity with the cybersecurity sector, including threat intelligence as well as each step of the intelligence cycle - Fluency in French and English 🌱 WHY JOIN FILIGRAN? MORE THAN JUST A JOB. We’re a fast-growing, global, and fully remote company building open-source cybersecurity solutions, increasingly powered by AI, to help defense teams anticipate threats and act faster. ⭐ What we believe We believe we do work that matters, uniting defenders into a global community to make security more open, resilient & collaborative. 💻 How we work We do work that matters by combining strong engineering standards with emerging technologies, including AI, to move faster and smarter. 🧭 What guides us We make our work matter by building a culture grounded in our CORE values of Cohesion, Openness, Responsibility, and Equity. The principles that guide how we make decisions, treat people, and grow together, especially when no one’s watching. 💰 COMPENSATION & BENEFITS - Competitive pay + equity - everyone shares in our success - Remote-first, flexible, and balanced - work that fits your life - Your setup, your choice - pick the gear that works for you - Twice-a-year gatherings - we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen 🌍 EQUAL EMPLOYMENT OPPORTUNITY We enable cybersecurity through inclusion - from code to culture. At Filigran, we are proud to be an equal opportunity employer. We believe diversity of our people make our products and our team stronger. We welcome talent of every background, identity, and lived experience, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status. What matters here is what you bring, not what you look like, where you’re from, or how you identify. 🚀 READY TO JOIN US? Apply now and help us build the future of the cybersecurity ecosystem, together.