Senior Customer Success Operations

The CompanyFiligran, 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 RoleThe role of Customer Success Operations consists of being the operational backbone that connects our tools, processes, and AI strategy into a cohesive, high-performance engine.The mission is to make every team member more efficient, every customer interaction more valuable and improve customer satisfaction and loyalty. It own the full Customer Success tooling stack, designing automations, building AI agents, extracting insights from data, and continuously improving the systems that power how we onboard, support, and grow our customers. He/she works at the intersection of operations, technology, and customer experience, with a strong focus on leveraging AI to scale our impact.ResponsibilitiesTooling and automationOwn and optimize the Customer Success tooling stack: primarily Jira (support workflows, SLA tracking, escalation management, automation) and Planhat (customer health, segmentation, success plans, customer portal)Design and implement automations across tools to eliminate manual work, reduce response times, and ensure data consistency across platformsBuild integrations and workflows that connect our systems (Jira ↔ Planhat ↔ Notion ↔ HubSpot) to create a seamless operational layerExtract maximum value from existing data: build dashboards, reports, and alerts that give CSMs, CSEs, and CPAs the right information at the right timeAI usageRefine and optimize the usage of AI for Customer Success: identify where AI creates the most leverage across our operations and customer touchpointsDevelop and continuously improve AI agents: incorporate AI agent innovations to support internal teams (automated triage, knowledge retrieval, briefing generation) and customers (AI for support)Stay current with AI capabilities and proactively propose new use cases that improve efficiency and customer satisfactionOperations and continuous improvementCoordinate and improve processes between Customer Success and other teams (Product, Engineering, Sales) to ensure smooth handoffs and consistent service deliveryStructure and standardize how we deliver services to customers, making our operations more repeatable, measurable, and scalableMonitor operational KPIs (response times, resolution rates, customer health trends, automation coverage) and drive improvements based on dataImplement Customer Satisfaction touch-point program to survey customers at key points along the customer journeyChampion a culture of continuous improvement: every tool, every automation, every process should get better over timeProfileMust-HaveSignificant experience in Customer Operations, Revenue Operations, CS Operations, or a similar role.Strong ability to design, build, and optimize workflows and automations across multiple tools.Strong hands-on experience with Jira (project configuration, workflows, automation rules, dashboards).Experience with a Customer Success Platform (Planhat strongly preferred, or Gainsight, ChurnZero, Totango) including portal configuration, health scoring, automation, and reporting.Strong appetite and hands-on experience with AI. Genuine interest and willingness to work with AI technologies, build AI agents, and integrate AI into daily operations.Strong analytical mindset, ability to extract insights from data and translate them into operational improvements.Excellent communication skills to collaborate and carry out cross-team initiatives with both technical and non-technical stakeholders.Autonomous, proactive, and ownership-driven. Don’t wait to be told what to improve, find it and fix it directly.Nice-to-HaveExperience with Notion (as a knowledge base and process documentation tool) and HubSpot (CRM, deal tracking, customer data).Experience with API integrations, webhooks, and no-code/low-code automation platforms (n8n, Zapier).Experience building or managing AI agents (LLM-based assistants, RAG systems, conversational AI).Background in SaaS and/or the cybersecurity environment.Understanding of customer lifecycle management (onboarding, adoption, renewal, expansion).Comfortable working in a remote, async-first environment.Our Tool StackCategory Tools Your Involvement Core (own these) Jira, Planhat Full ownership: configuration, automation, optimization, AI integration Integrated (work with these) Notion, HubSpot Regular interaction: data flows, process alignment, integration maintenance AI and automation Filigran Copilot, custom AI agent Strategy, development, deployment, continuous improvement Communication Slack, Planhat mail management, Microsoft Teams Customer support, daily collaboration and internal communicationCollaborationReport to the VP of Customer Success and work as the operational and technical enabler for the entire CS department.Work daily with CS Leadership (CSMs, CSEs, and CPAs managers), understanding their pain points and building solutions that make their work easier and more impactful.Collaborate closely with the Product team on internal process automation and feedback loops.Coordinate with Sales/Revenue teams through shared tools (HubSpot) to ensure data flows and handoffs are seamless.⇒ Being the bridge between the team's needs and the technology that serves them. 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 believeWe believe we do work that matters, uniting defenders into a global community to make security more open, resilient & collaborative. How we workWe do work that matters by combining strong engineering standards with emerging technologies, including AI, to move faster and smarter. What guides usWe 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 & BenefitsCompetitive pay + equity - everyone shares in our successRemote-first, flexible, and balanced - work that fits your lifeYour setup, your choice - pick the gear that works for youTwice-a-year gatherings - we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen Equal Employment OpportunityWe 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 make 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. Ready to Join Us?Apply now and help us build the future of the cybersecurity ecosystem, together.

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