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🌀 The CompanyFiligran, 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 RoleWe'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 the Americas. 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 ResponsibilitiesOwn and manage the full customer lifecycle: onboarding, adoption, training, and renewalBuild strong, proactive relationships with customers in the AmericasIdentify and support opportunities for upsell and cross-sell in partnership with SalesCoordinate with internal teams to resolve customer issues quickly and effectivelyCollaborate with Customer Support Engineers to ensure seamless communication and delivery in response to support ticketsCollect and share customer feedback to improve product and service qualityTrack success metrics and use data to inform customer strategy and engagement🤝 Who You’ll Work WithYou will report to the American Head of Customer SuccessWork closely with Customer Support Engineers (CSEs), Sales, Product, and Engineering teamsPartner with regional teams to serve a diverse customer baseCollaborate cross-functionally to ensure high customer satisfaction and retention🧬 Profile We’re Looking For3+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or techBased in the United States with experience supporting national and regional customersStrong technical aptitude and ability to work with tools like OpenCTI, XTMOne, and or OpenAEV (training available)Excellent communication skillsComfortable in a remote, async-first cultureExperience with CRM/CSM tools, customer journey tracking, and success metricsFamiliarity with the cybersecurity sector, especially threat intelligence or adversary exposure validation is a plusFluency in EnglishFluency in Spanish or Portuguese a plus🌱 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 believeWe believe we do work that matters, uniting defenders into a global community to make security more open, resilient & collaborative.💻 How we workWe do work that matters by combining strong engineering standards with emerging technologies, including AI, to move faster and smarter.🧭 What guides usWe 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 & BenefitsCompetitive pay + equity - everyone shares in our successRemote-first, flexible, and balanced - work that fits your lifeYour setup, your choice - pick the gear that works for youTwice-a-year gatherings - we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen
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