Senior Customer Success Manager - Cybersecurity (EMEA)

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 a **Senior** **Customer Success Manager** to join our **Customer Success Team** and help us to continue providing value to our customers in EMEA. Based in the UK 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, sales, and product teams to align technical delivery with business goals, while acting as a trusted advisor to our customers. ## 💼 **Your Responsibilities** - Own and manage the full customer lifecycle: kickoff, onboarding, adoption, training, and renewal - Build strong, proactive relationships with customers in the EMEA - **Identify and support opportunities for upsell and cross-sell** in partnership with Sales - Coordinate with internal teams to resolve and escalate customer issues quickly and effectively - Collaborate with Customer Support Engineers and Customer Platform Architect to ensure seamless communication and delivery in response to deployment and support tickets - Collect and share customer feedback internally to improve product and service quality - Track success metrics and use data to inform customer strategy and engagement - Occasional travels to meet with customers and attend company events ## 🤝 **Who You’ll Work With** - You will report to the Manager of Customer Success EMEA - Work closely with Customer Support Engineers (CSEs), Customer Platform Architect (CPA), 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** - 5+ years of experience in Customer Success, Account Management, or a similar client-facing role in the cybersecurity sector especially in Threat intelligence or Exposure Validation - Experience supporting national and regional customers - Strong technical aptitude and ability to work with tools like OpenCTI or OpenAEV (training available) - You are comfortable working in a fast-paced environment where priorities evolve, and you adapt quickly while maintaining a high level of quality - Excellent communication skills - Comfortable in a remote, async-first culture - Experience with CRM/CSM tools, customer journey tracking, and success metrics - Fluency in 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.