Scaled Customer Success Manager, CSM

Trend Micro Europe

. Triage the daily agent escalation queue and book of business by adoption health, risk and urgency .

Posted 11/6/2026full-timeMadrid • SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving customer adoption and outcomes through effective engagement strategies, leveraging AI tools for personalized communication and data analysis. Proficient in cybersecurity concepts and metrics, with strong capabilities in managing escalations and collaborating across teams.

Highest-signal resume keywords

Customer Success ManagementAI-Generated Content ReviewCybersecurity KnowledgeData Analysis and RecommendationsFluent in English, Spanish, and French

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAI Tools UsageData AnalysisCybersecurity ConceptsTechnical Escalation ManagementAdoption Metrics ReportingQuality AssuranceOnboarding SupportTrendAI Vision One™ FamiliarityPrompt Engineering

Soft Skills

Excellent CommunicationTeam CollaborationPressure ManagementIndependent WorkCustomer Engagement

Tools & Technologies

Customer Success PlatformsCRM ToolsCollaboration ToolsDashboardsAI Tools

Industry Keywords

Enterprise SoftwareCybersecurityAdoption HealthEscalation PatternsRisk ProcessConsumption TrackingBusiness Case DevelopmentQuarterly Business ReviewsAgent Confidence ScoresExpansion Signals

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Triage the daily agent escalation queue and book of business by adoption health, risk and urgency
Review, edit and approve AI-drafted customer communications for accuracy, tone and brand alignment
Monitor agent confidence scores, adoption campaign performance and escalation patterns
Engage directly with customers on complex, technical or sensitive escalations
Guide mitigation of TrendAI Vision One™ security alerts and handle escalations through the Global Risk Process
Drive adoption at scale by resolving onboarding blockers and missed milestones
Turn consumption and adoption data into prescriptive recommendations for adoption and expansion
Qualify expansion signals and hand them to Account Managers and Account Executives with a business case
Provide feedback on AI drafts, configure agent plays, triggers and guardrails, and log defects
Share customer feedback with Product, Support and Marketing
Report on adoption, GRR, NRR and Vision One™ metrics, including quarterly business reviews
Coordinate with Services on retainer and consumption tracking according to the agreed RACI

Requirements

What you’ll need

3+ years in customer success, services or support within enterprise software or cybersecurity
Track record of driving adoption and customer outcomes
Experience reviewing or quality-checking AI-generated content
Ability to use AI tools and insights to personalise customer engagement, predict churn and recommend next-best actions
Solid technical foundation, preferably in cybersecurity and security concepts (EDR/XDR/NDR)
Comfortable with consumption and value metrics; ability to read usage data and dashboards to make data-backed recommendations
Experience with customer success platforms, CRM and collaboration tools
Excellent written and verbal communication skills
Ability to work well under pressure, independently and in a team
Fluent written and spoken English plus Spanish and French
Familiarity with TrendAI products, especially Vision One™ (preferred)
Experience with AI tools, prompt engineering, or working alongside automated systems (preferred)

Benefits

Comp & perks

Equal opportunity employment
Commitment to a diverse and multicultural workforce
Inclusive workplace free from discrimination and harassment