Customer Success Manager

Filigran Solutions

Standort: Berga-Wünschendorf Arbeitszeit: Vollzeit Typ: Festanstellung Qualifikationslevel: B

Gewünschte Fähigkeiten & Kenntnisse

• Customer Success
• Security
• CRM-System
• Account Management
• Open Source
• Make
• Kundenbetreuung
• Support
• Management
• CSM
• Engineering
• Customer Journey
• Engagement
• Belastbarkeit

Stellenbeschreibung

Filigran, founded in October 2022, stands out in the cybertech ecosystem for its commitment to revolutionizing cyber threat management with a proactive approach. Its mission is to develop innovative open-source solutions designed to anticipate cyber threats, identify security gaps, and strengthen organizational security posture.

Filigran solutions are now trusted by over 6,000 public and private organizations worldwide.

Why Join Filigran? More than just a job.

We're a fast-growing, global, and fully remote company on a mission to empower defense teams to be proactive --- through open-source solutions that uncover threats and drive action.

What we believe We believe we do work that matters --- uniting defenders into a global community to make security more open, resilient & collaborative.

Ihre Aufgaben

We're looking for a Senior Customer Success Manager to join our Customer Success Team and help us to continue providing value to our customers in EMEA. Based in Germany and working remotely, you will play a key role in ensuring the success and satisfaction of our users throughout their journey with Filigran. You will collaborate closely with support, sales, and product teams to align technical delivery with business goals, while acting as a trusted advisor to our customers.

• Own and manage the full customer lifecycle: kickoff, onboarding, adoption, training, and renewal
• Build strong, proactive relationships with customers in the EMEA
• Identify and support opportunities for upsell and cross-sell in partnership with Sales
• Coordinate with internal teams to resolve and escalate customer issues quickly and effectively
• Collaborate with Customer Support Engineers and Customer Platform Architect to ensure seamless communication and delivery in response to deployment and support tickets
• Collect and share customer feedback internally to improve product and service quality
• Track success metrics and use data to inform customer strategy and engagement
• Occasional travels to meet with customers and attend company events

Who You'll Work With

• You will report to the Manager of Customer Success EMEA
• Work closely with Customer Support Engineers (CSEs), Customer Platform Architect (CPA), Sales, Product, and Engineering teams
• Partner with regional teams to serve a diverse customer base
• Collaborate cross-functionally to ensure high customer satisfaction and retention

Ihr Profil

• 5 years of experience in Customer Success, Account Management, or a similar client-facing role in the cybersecurity sector especially in Threat intelligence or Exposure Validation
• Based in Germany with experience supporting national and regional customers
• Strong technical aptitude and ability to work with tools like OpenCTI or OpenAEV (training available)
• You are comfortable working in a fast-paced environment where priorities evolve, and you adapt quickly while maintaining a high level of quality
• Excellent communication skills
• Comfortable in a remote, async-first culture
• Experience with CRM/CSM tools, customer journey tracking, and success metrics
• Fluency in English

Profil

Fachliche Voraussetzung

• Account Management, Cyber Threat Analysis, Einarbeitung, Kundenbeziehungsmanagement (CRM), Kundendatenmanagement, Kundendienst, Kundenerfahrung, Kundenlebenszyklus, Kundenzufriedenheit, Metriken, Mitarbeiterbindung, Open Source, Performance Management, Servicequalität, Unterstützung von Kunden, Upselling, Vertrieb

Persönliche Fähigkeiten

• Eigenmotivation, Kommunikation, Koordinierend

Sprachkenntnisse

• Englisch

Berufserfahrung

• Mit Berufserfahrung

Benefits: Team Events Remote Model: Remote Country Code: de