Senior Customer Success Manager (USA)

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

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

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