Associate Customer Success Manager - North America
About 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.
About the Role
We're looking for an Associate Customer Success Manager to join our Customer Success Team and help us 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
- 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
Who You’ll Work With
- Report to the American Head of Customer Success
- Work closely with Customer Support Engineers (CSEs), 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
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)
- 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
- Familiarity with the cybersecurity sector, including threat intelligence and each step of the intelligence cycle
- Fluency in French and English
Why Join Filigran?
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, and collaborative.
- How we work: We combine 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.
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