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Filigran, founded in October 2022, is a fast-growing cybersecurity company trusted by over 6,000 public and private organizations worldwide. The company develops innovative open-source solutions designed to anticipate cyber threats, identify security gaps, and strengthen organizational security posture.
You will join the Customer Success Team as a Senior Customer Success Manager based in the United States, working remotely to support customers in the Americas. You will play a key role in ensuring customer success and satisfaction throughout their journey with Filigran, acting as a trusted advisor while collaborating closely with support, engineering, and product teams to align technical delivery with business goals.
Key responsibilities include:
- 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
You will report to the American Head of Customer Success and work closely with Customer Support Engineers, Sales, Product, and Engineering teams to serve a diverse customer base.
Filigran is a fully remote, global company with a culture grounded in CORE values of Cohesion, Openness, Responsibility, and Equity. The company offers twice-a-year in-person regional and global offsites to connect and collaborate.
REQUIREMENTS:
- 3+ years of experience in Customer Success, Account Management, or 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
