TrendAITM, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk. New Role | AI-Led Engagement | Volume Enterprise Book of Business The Role: This is a new role in the Global Customer Success Organisation at TrendAI. The traditional Customer Success Manager model is being rewritten for the AI economy. As part of the Scaled Customer Success team, you operate an AI-powered engagement system that gives thousands of our customers the proactive support they have never had before, with a clear focus on driving adoption at scale so they achieve their business outcomes with TrendAI Vision OneTM. The Scaled Customer Success Manager owns adoption and customer outcomes across the customer lifecycle for a large book of business of Volume Enterprise customers, by directing a team of AI agents and acting as the Human in the Loop (HITL). You do not manage accounts one check-in at a time. You design, supervise and improve the agent-led motion, read portfolio data to spot adoption patterns and risks, and tell customers what to do next, not just how things are going. This role sits within the General Customer Success Organisation and works closely with the wider CS Organisation, CSTAs, Retention Managers, CS Operations, and the Global Trend IQ team, who build and maintain the virtual CSM platform. Triage the daily agent escalation queue and your book of business by adoption health, risk and urgency,



using dashboards and agent summaries to prioritise attention. Review, edit and approve AI-drafted customer communications, verifying alert details, risk scores and product references for accuracy, tone and brand alignment. Monitor agent confidence scores, adoption campaign performance and escalation patterns, flagging systemic issues to CS Operations and Global IQ Engineering. Engage directly with customers on escalations where the agent-led motion isn't enough, taking over complex, technical or sensitive conversations, guiding mitigation of TrendAI Vision OneTM security alerts, and handling escalations through the Global Risk Process, with Support, Product and leadership as needed. Drive adoption at scale across your book of business: resolve onboarding blockers and missed adoption milestones, and turn consumption and adoption data into prescriptive recommendations that move customers through the adoption lifecycle and protect GRR. Qualify expansion signals from adoption and consumption data and hand them to Account Managers and Account Executives with a clear business case. Give structured feedback on AI drafts, set agent plays, triggers and guardrails,



and log defects to continuously improve agent performance and the scaled CS playbook. Share the voice of the customer with Product, Support and Marketing, and work with CS Managers and the Global Trend IQ team to align escalation thresholds, engagement standards and platform improvements. Report on book-of-business adoption, GRR, NRR and Vision OneTM adoption metrics within the CS operating model cadence, including quarterly business reviews. Coordinate with Services (MDR, IR and Professional Services) on retainer and consumption tracking, in line with the agreed RACI for shared customer engagements. You manage a high-throughput queue across a large book of business while keeping a close eye on the detail of each individual account. Quality-minded: You review AI-generated content critically, catching errors in tone, accuracy and relevance before they reach a customer. Experience reviewing or quality-checking AI-generated content and ability to use AI tools and insights to personalise customer engagement, predict churn and recommend next-best actions. 3+ years in customer success, services or support within enterprise software or cybersecurity, with a track record of driving adoption and customer outcomes. Comfortable with consumption and value metrics, and ability to read usage data and dashboards to make data-backed recommendations for adoption and expansion motions. Experience with customer success platforms, CRM and collaboration tools. Fluent written and spoken English plus Spanish & French.

📌 Customer Success Manager (España)
🏢 Trendmicro
📍 España