Associate Customer Success Manager - North America

We're looking for an Associate Customer Success Manager to join our Customer Success Team and help us to continue providing value to our customers in America. Based in the United States 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, engineering, and product teams to align technical delivery with business goals, while acting as a trusted advisor to our customers.

Responsibilities

Continuously expand knowledge of the CSM role, including each step of the customer lifecycle; Willingness to learn and become proficient in OpenCTI and OpenAEV; Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal; Build strong, proactive relationships with customers in the Americas; Identify and support opportunities for upsell and cross-sell in partnership with Sales; Coordinate with internal teams to resolve customer issues quickly and effectively; Collaborate with Customer Support Engineers to ensure seamless communication and delivery in response to support tickets; Collect and share customer feedback to improve product and service quality; Track success metrics and use data to inform customer strategy and engagement

Requirements

1+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or tech OR experience in cyber threat intelligence or all source intelligence with cyber experience; Based in the United States or Canada with experience supporting national and regional customers; Strong technical aptitude and ability to work with tools like OpenCTI or OpenBAS (training available) under the guidance of a Sr. CSM; Excellent communication skills; Comfortable in a remote, async-first culture; Experience with CRM/CSM tools, customer journey tracking, and success metrics or willingness to learn under the guidance of a Sr. CSM; Familiarity with the cybersecurity sector, including threat intelligence as well as each step of the intelligence cycle; Fluency in French and English

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