Experteer OverviewIn this role, you drive adoption and outcomes for a large volume of enterprise customers through AI-powered engagement. You operate a human-in-the-loop system, guiding a team of AI agents to deliver proactive, prescriptive support that scales. You collaborate across CS, product, and risk functions to improve the Vision One-based customer journey and metrics like GRR and NRR. You act as a trusted advisor on escalations, shaping the scaled CS playbook and customer experience.Compensaciones / Incentivos• Triage daily agent queue by adoption health and risk, prioritising work with dashboards and summaries• Review and approve AI-drafted customer communications for accuracy, tone, and brand alignment• Monitor agent confidence, campaign performance, and escalation patterns; flag systemic issues• Engage directly with customers on complex or sensitive escalations and guide mitigation of Vision One security alerts• Drive adoption at scale by resolving onboarding blockers and turning usage data into prescriptive next steps• Qualify expansion signals from adoption data and hand them to Account Managers with a business case• Provide feedback on AI drafts, set plays and guardrails, and log defects to improve the scaled CS playbook• Share customer feedback with Product, Support, and Marketing to align escalation thresholds and platform improvements• Report on adoption and revenue metrics within CS cadence and quarterly reviews• Coordinate with Services on retainer and consumption tracking per RACI for shared engagementsResponsabilidades• AI fluency with experience reviewing AI-generated content• 3+ years in customer success, services or support in enterprise software or cybersecurity• Solid technical foundation in cybersecurity concepts (EDR/XDR/NDR)• Ability to read usage data and dashboards to recommend adoption and expansion actions• Experience with customer success platforms, CRM and collaboration tools• Excellent written and verbal communication; professional at scale• Ability to work under pressure, independently and in a team• Fluent English; Spanish and French skills preferredRequisitos principales•

📌 Scaled Customer Success Manager (CSM) (Madrid)
🏢 Trend Micro
📍 Madrid