Senior Customer Success Manager (EMEA) - Remote (UK)

We're looking for a Senior Customer Success Manager to join our Customer Success Team and help us provide value to our customers in EMEA. Based in the UK 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.

Your Responsibilities

• Own and manage the full customer lifecycle: kickoff, onboarding, adoption, training, and renewal
• Build strong, proactive relationships with customers in the EMEA region
• 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

Profile We’re Looking For

• 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
• Experience supporting national and regional customers
• Strong technical aptitude and ability to work with tools like OpenCTI or OpenAEV (training available)
• 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