At a Glance
- Tasks: Lead the customer-trust programme across EMEA and translate security requirements into actionable insights.
- Company: Join Abnormal AI, a pioneering cybersecurity SaaS provider with a focus on trust.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic environment with a chance to build a customer-trust function from the ground up.
- Why this job: Be the first in a vital role, shaping trust strategies that drive revenue and customer satisfaction.
- Qualifications: 7-10 years in customer-facing security roles; strong communication and project management skills required.
The predicted salary is between 58500 - 71500 £ per year.
About the Role
Abnormal AI is looking for a Senior Customer Trust Analyst to build and lead our customer-trust program across EMEA. As the first Customer Trust hire in the region, this person will partner closely with our EMEA-based Engineering and Sales teams to foster a culture of trust between Abnormal and our customers. This role sits within the Customer Trust team, which acts as the translation layer between customers and Abnormal: translating customer security requirements into internal controls, evidence, and product or operational requirements, then translating those controls back into clear assurances customers can trust and act on.
This role will be responsible for presenting Abnormal's control environment directly to senior buyers, designing response strategy for the highest-stakes security reviews rather than reacting question by question, and driving toward clarity when customer expectations conflict with reality. This includes advising Sales leadership on how to position the control environment to prospects and defining how the trust response process scales as deal volume grows. As the first person in this function regionally, this individual will serve as the primary point of contact for Abnormal's EMEA customer-trust program and will be accountable for outcomes that unblock revenue at scale, not just individual deals.
The ideal candidate thrives in high-pressure customer conversations, translates security and privacy concepts for a business audience with precision, stays composed when a discussion turns contentious, and brings the business judgment to tie trust program depth to revenue outcomes. Familiarity with the EU AI Act and GDPR as they apply to a leading cybersecurity SaaS provider's customers is also expected.
Who you are
- Proven experience navigating customer-facing security conversations at the highest stakes level
- Analytical thinker who connects trust program depth to revenue outcomes
- Proficient in designing a response strategy rather than reacting question by question, even amid high ambiguity in the highest-stakes reviews
- Confidence and willingness to raise concerns and drive toward clarity when customer expectations conflict with reality
- Strong communication skills with the ability to quickly build rapport with internal stakeholders and senior external buyers; demonstrated experience translating complex security and privacy concepts for diverse audiences
- High attention to detail and process, with the organizational rigor to be accountable for program-level outcomes, not just individual deals
- Ability to adapt to evolving business and technical environments and manage multiple priorities across deals in a fast-paced environment
- Team player, collaborative work style
- Self-motivated and able to operate with minimal oversight, owning outcomes end to end
- Demonstrated ability to operate as a self-starter and de facto leader, building a customer-trust function from the ground up as the first hire in a region, and comfortable navigating cross-functionally to manage customer requests without an established local team or playbook to lean on
What you will do
- Own and build the customer-trust program for EMEA as the first Customer Trust hire in the region, including how conversations are prioritized, escalated, and resolved
- Contribute to defining how the trust response process scales as deal volume grows, without diluting response quality or turnaround time
- Translate customer security requirements into internal controls, evidence, and product or operational requirements that internal teams can act on
- Track and drive resolution of gaps between customer expectations and Abnormal's actual control environment, ensuring resolution is documented and communicated back to the customer
- Partner with EMEA-based Engineering and Sales teams, as well as Security and Legal, to foster a culture of trust between Abnormal and its customers across the region
- Monitor changes in customer expectations and the regulatory landscape, including the EU AI Act and GDPR, and adjust how Abnormal's control environment is presented as needed
- Maintain up-to-date content in Responsive and accurate documentation in Safebase Trust Center for EMEA
- Support the tooling that underpins the trust response process, including Responsive and Safebase Trust Center
- Engage in ad-hoc projects as required
- Maintain regular, clear communication with internal stakeholders and Sales leadership regarding conversation status, deal risk, and progress on unresolved issues
- Communicate program status, health, and key risks to senior management and Sales leadership, connecting trust program performance to revenue outcomes
Must Haves
- 7 to 10 years of experience in customer-facing security, trust, or compliance roles
- Familiarity with SOC 2, ISO 27001, ISO 27701, ISO 42001, RFPs, and security questionnaires
- Experience translating customer security requirements into internal controls, evidence, and product or operational requirements
- Strong project management skills with the ability to drive resolution across internal teams when customer expectations conflict with reality
- Excellent written and verbal communication skills, with the ability to explain complex security and privacy concepts to both technical and non-technical stakeholders
- Experience helping customers build trust with products in scope for the EU AI Act and GDPR
- Experience engaging with German works councils
Nice to Have
- Bachelor's degree or equivalent experience
- CIPP/E, CIPM, CISM, CISSP, CTPRP, or ISO 27001 Lead Auditor certification(s)
- Experience using Responsive and SafeBase Trust Center
- Experience in a fast-paced, high-growth technology company
Senior Customer Trust Analyst, EMEA employer: Abnormal
At Abnormal, we pride ourselves on being an exceptional employer that fosters a culture of innovation and continuous learning. As a Learning Experience Facilitator, you will not only lead engaging onboarding sessions but also have the opportunity to shape the future of AI transformation in a collaborative environment. With a strong emphasis on employee growth, access to cutting-edge AI tools, and a commitment to creating memorable learning experiences, Abnormal is the ideal place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Trust Analyst, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abnormal. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abnormal before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Trust Analyst, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abnormal:Your cover letter is your chance to shine! Tell us why you want to work at Abnormal specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abnormal!
How to prepare for a job interview at Abnormal
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
