At a Glance
- Tasks: Manage customer success and satisfaction throughout their journey with Filigran.
- Company: Join a fast-growing, remote-first cybersecurity company revolutionising threat management.
- Benefits: Competitive pay, equity, flexible work, and twice-a-year gatherings.
- Other info: Embrace a culture of inclusion and collaboration, where your voice matters.
- Why this job: Make a real impact in cybersecurity while working with innovative open-source solutions.
- Qualifications: 5+ years in Customer Success or Account Management, preferably in cybersecurity.
The predicted salary is between 42750 - 52250 £ per year.
The Company 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.
The Role
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 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.
- Identify and support opportunities for upsell and cross-sell in partnership with Sales.
- Coordinate with internal teams to resolve and elevate 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).
- 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.
Why Join Filigran?
More than just a job. We’re a fast-growing, global, and fully remote company building open-source cybersecurity solutions, increasingly powered by AI, to help defense teams anticipate threats and act faster.
What we believe
We believe we do work that matters, uniting defenders into a global community to make security more open, resilient & collaborative.
How we work
We do work that matters by combining strong engineering standards with emerging technologies, including AI, to move faster and smarter.
What guides us
We make our work matter by building a culture grounded in our CORE values of Cohesion, Openness, Responsibility, and Equity. The principles that guide how we make decisions, treat people, and grow together, especially when no one’s watching.
Compensation & Benefits
- Competitive pay + equity - everyone shares in our success.
- Remote-first, flexible, and balanced - work that fits your life.
- Your setup, your choice - pick the gear that works for you.
- Twice-a-year gatherings - we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen.
Equal Employment Opportunity
We enable cybersecurity through inclusion - from code to culture. At Filigran, we are proud to be an equal opportunity employer. We believe diversity of our people makes our products and our team stronger. We welcome talent of every background, identity, and lived experience, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status. What matters here is what you bring, not what you look like, where you’re from, or how you identify.
Senior Customer Success Manager - Cybersecurity (EMEA) in London employer: Filigran
Filigran is an exceptional employer that values autonomy and collaboration, offering a fully remote work environment that fosters strong communication across international teams. Employees benefit from a culture of continuous learning and growth, with opportunities to engage in meaningful projects that directly impact customer success and product innovation. Join us to be part of a dynamic team where your expertise in cybersecurity will be valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager - Cybersecurity (EMEA) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Filigran. 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 Filigran 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 Success Manager - Cybersecurity (EMEA) in London
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 Filigran:Your cover letter is your chance to shine! Tell us why you want to work at Filigran 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 Filigran!
How to prepare for a job interview at Filigran
✨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.
