Senior Customer Success Manager - AEV / BAS (EMEA)

📋 Description

• • As a Senior Customer Success Manager at Filigran, you will be instrumental in ensuring our global clientele in the EMEA region not only adopts but thrives with our innovative open-source cyber threat management solutions. This role is pivotal in fostering long-term customer relationships, driving product value, and acting as a crucial bridge between our customers' evolving security needs and Filigran's cutting-edge technology. You will be the primary advocate for customer success, guiding them through their entire journey with Filigran, from initial engagement to ongoing value realization and renewal, thereby directly contributing to Filigran's mission of revolutionizing cyber threat management through proactive, open-source solutions.
• • In this dynamic role, your day-to-day responsibilities will encompass the comprehensive management of the customer lifecycle. This includes orchestrating seamless kickoff and onboarding processes, driving deep product adoption, delivering effective training sessions tailored to customer needs, and ensuring successful renewals. You will be dedicated to building and nurturing strong, proactive relationships with a portfolio of customers across the EMEA region, understanding their unique security challenges and strategic objectives. A key aspect of your role will involve identifying and supporting opportunities for upsell and cross-sell, working in close partnership with the Sales team to expand customer value and Filigran's reach. You will act as a central point of coordination, liaising with internal teams such as Customer Support Engineers and Customer Platform Architects to swiftly resolve and effectively escalate customer issues, ensuring a high level of service and technical delivery. Furthermore, you will be responsible for collecting and synthesizing valuable customer feedback, channeling it internally to drive continuous improvement in our product offerings and service quality. A data-driven approach is essential; you will meticulously track key success metrics, leveraging this data to inform and refine customer strategies and engagement plans, ensuring proactive intervention and maximized customer value. Occasional travel will be required to meet with key customers in person and to participate in important company events, fostering deeper connections and strategic alignment.
• • You will be an integral part of Filigran's Customer Success Team, reporting directly to the Manager of Customer Success EMEA. Your collaborative efforts will extend across various departments, including close partnerships with Customer Support Engineers (CSEs) and Customer Platform Architects (CPAs) to ensure seamless communication and effective delivery in response to deployment and support tickets. You will also work hand-in-hand with the Sales team to identify and capitalize on growth opportunities, and with the Product and Engineering teams to relay crucial customer insights that shape future development. By partnering with regional teams, you will effectively serve a diverse and growing customer base across EMEA, ensuring consistent high levels of satisfaction and retention through cross-functional collaboration.
• • This role offers significant opportunities for professional growth and development. You will gain deep expertise in the rapidly evolving cybersecurity landscape, particularly in areas like Exposure Validation and Breach and Attack Simulation (BAS). You will hone your skills in strategic account management, customer lifecycle management, and consultative selling within a technical domain. By working with a global, remote-first company that is at the forefront of open-source cybersecurity solutions, you will contribute to impactful work that helps defense teams anticipate threats and act faster, leveraging emerging technologies like AI. You will become a trusted advisor to leading organizations, helping them strengthen their security posture and achieve their business objectives, while also developing your ability to thrive in a fast-paced, adaptive, and collaborative remote environment.
• • The Senior Customer Success Manager role at Filigran is designed for an individual passionate about cybersecurity and dedicated to fostering customer loyalty and success. You will be empowered to take ownership of the customer journey, driving adoption and ensuring that clients derive maximum value from Filigran's advanced solutions. Your ability to build rapport, understand complex technical requirements, and translate them into actionable strategies will be key. This position is ideal for someone who seeks to make a tangible impact in a growing, innovative company, contributing to a global community focused on making security more open, resilient, and collaborative. You will be at the forefront of cyber threat intelligence, working with a team that values Cohesion, Openness, Responsibility, and Equity, and you will have the opportunity to shape the future of cybersecurity by helping organizations proactively defend against emerging threats. The role demands a proactive, results-oriented individual who can navigate a remote, async-first culture with confidence and efficiency, ensuring that every customer interaction contributes to long-term partnership and mutual success. Your strategic insights and customer advocacy will directly influence product development and service enhancements, making this a highly rewarding and influential position within the organization.