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