Senior Customer Success Manager (USA)

🌀 THE COMPANY Founded in 2022, Filigran is a global cybersecurity company on a mission to empower defense teams to be proactive through open-source solutions that uncover threats and drive action. Filigran stands out in the cybersecurity ecosystem through its open-source, AI-powered and threat-informed approach to Continuous Threat Exposure Management (CTEM). Our eXtended Threat Management (XTM) platform brings together threat intelligence, exposure validation and cyber risk reduction, enabling organizations to better understand their threat landscape and take action. At the heart of Filigran is our open-source approach. Our vision is to unite defenders into a global community to make security more open, resilient and collaborative. As Filigran continues to scale globally, we are building the organization, infrastructure and capabilities needed for our next stage of growth. How we scale matters just as much as how fast we scale: our CORE values: Cohesion, Openness, Responsibility and Equity shape how we work together, make decisions and build for the future.   🎯 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 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 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 🤝 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 - 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 - Familiarity with the cybersecurity sector, especially threat intelligence or adversary exposure validation is a plus - Fluency in English 🌱 WHY JOIN FILIGRAN? MORE THAN JUST A JOB. We are a fast-growing, global and remote-first company, and we believe the best work combines purpose, impact and innovation. You’ll work alongside talented people across the world who care about what they build, how they build it, and the impact they make on the broader cybersecurity ecosystem. ⭐ Be part of something bigger We believe we do work that matters. Our open-source approach means that work extends beyond Filigran. You’re contributing to technology and ideas that strengthen a global community of defenders and help make cybersecurity more open and collaborative. 💻 Work at the edge of what’s next We bring together cybersecurity, open source and AI — giving you the opportunity to work with emerging technologies, experiment with new ways of working, and contribute to how they are applied in practice. 🌍 Global opportunity without borders Be part of a fast-growing, truly international team — collaborating across Europe, North America, APJ and beyond, with the flexibility of a remote-first environment. As we grow, you’ll have opportunities to expand your scope, take ownership, learn quickly and grow with us. 🧭 A culture grounded in CORE Cohesion, Openness, Responsibility and Equity define how we work together — with openness, ownership, collaboration and respect. These are the principles that guide how we make decisions, treat people and grow together, especially when no one’s watching. 💰 WHAT YOU CAN EXPECT - Competitive compensation + equity — everyone shares in our success - Remote-first flexibility — work from wherever you’re based, with flexibility built into how we operate - 25 days PTO baseline — real time to disconnect, recharge and enjoy life outside work - Volunteer days — paid time to contribute to causes that matter to you - Set up for success — choose the equipment that works for you, with additional support for your remote work and development needs as our programs evolve - Two annual in-person get-togethers — one global company get-together and one team get-together, creating dedicated time 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 the diversity of our people makes 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.