Senior Customer Success Manager (USA)

Filigran is a company focused on revolutionizing cyber threat management through innovative open-source solutions. They are seeking a Senior Customer Success Manager to ensure customer satisfaction and success throughout their journey, collaborating closely with various teams to align technical delivery with business goals.

Responsibilities:

• 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

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or tech
• Based in the United States with experience supporting national and regional customers
• Strong technical aptitude and ability to work with tools like OpenCTI, XTMOne, and or OpenAEV (training available)
• Excellent communication skills
• Comfortable in a remote, async-first culture
• Experience with CRM/CSM tools, customer journey tracking, and success metrics
• Fluency in English
• Familiarity with the cybersecurity sector, especially threat intelligence or adversary exposure validation is a plus
• Fluency in Spanish or Portuguese a plus