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