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Abnormal AI seeks a Senior Customer Trust Analyst to build and lead the customer-trust program across EMEA. As the first Customer Trust hire in the region, you will partner closely with EMEA-based Engineering and Sales teams to foster trust between Abnormal and its customers.
You will own the end-to-end customer-trust program, including how conversations are prioritized, escalated, and resolved. This role acts as the translation layer between customers and Abnormal: translating customer security requirements into internal controls, evidence, and product or operational requirements, then translating those controls back into clear assurances customers can trust and act on.
Key responsibilities include presenting Abnormal's control environment directly to senior buyers, designing response strategy for high-stakes security reviews, and driving toward clarity when customer expectations conflict with reality. You will advise Sales leadership on positioning the control environment to prospects and define how the trust response process scales as deal volume grows. You will track and drive resolution of gaps between customer expectations and Abnormal's actual control environment, ensuring resolution is documented and communicated back to customers.
You will monitor changes in customer expectations and the regulatory landscape, including the EU AI Act and GDPR, and adjust how Abnormal's control environment is presented as needed. You will maintain up-to-date content in Responsive and accurate documentation in Safebase Trust Center for EMEA, and support the tooling that underpins the trust response process.
The ideal candidate thrives in high-pressure customer conversations, translates security and privacy concepts for a business audience with precision, stays composed when discussions turn contentious, and brings business judgment to tie trust program depth to revenue outcomes. You will operate as a self-starter and de facto leader, building the customer-trust function from the ground up without an established local team or playbook to lean on.
