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 -

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