Manager, Customer Success Management - EMEA
The Company
Filigran, 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 Role
We're looking for a Manager CSM to join Filigran's Customer Success leadership team and strengthen our European team. Based in Europe and working remotely, you will join an already established CS organization in the region, stepping in as the second CSM Manager to help scale and elevate our operations.
You will own and grow relationships with our most strategic customers across Europe, while partnering closely with the VP of Customer Success EMEA to structure, optimize, and further scale the European CSM team.
Your Responsibilities
As a Customer SuccessOwn and manage the full customer journey for key accounts: onboarding, adoption, training, and renewal
Deliver training and carry out technical missions for customers across Europe
Build strong, proactive, and trusted relationships with strategic customers in the region
Identify and support upsell and cross-sell opportunities in close partnership with Sales
Collect and channel customer feedback to continuously improve product and service quality
Track success metrics and leverage data to drive customer strategy and engagement
Partner with the VP of Customer Success EMEA and the existing CSM Manager to refine and evolve the regional CS strategy, operating model, and team structure
Recruit, onboard, and mentor the CSM, driving performance and professional growth
Contribute to improving internal playbooks, processes, and best practices to support the growing European customer base
Serve as a relay between your team and Customer leadership, ensuring alignment on priorities, escalations, and performance