Experteer Overview In 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 engagements

Responsabilidades • 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 preferred

Requisitos principales •

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