AI-Powered Scale CS Manager

TrendMicro; Madrid; On-site; EUR 60,000 - 90,000; Full time

Job summary

TrendAI, the AI security arm of Trend Micro, is expanding its Global Customer Success Organisation with a new role focused on AI-led engagement for a large Volume Enterprise book of business. You will oversee an AI-powered engagement system, supervise AI agents in HITL mode, and guide customers to achieve business outcomes using TrendAI Vision One.

You will design, supervise and improve the agent-led motion, read portfolio data to spot adoption patterns, and partner with CS Ops, CSTAs and

Qualifications

• Experience reviewing AI-generated content and guiding human in the loop workflows.
• Proven ability to drive adoption and customer outcomes at scale.

Responsibilities

• Triage the daily agent escalation queue by adoption health, risk and urgency.
• Review and approve AI-drafted customer communications for accuracy and tone.
• Monitor agent confidence scores, campaign performance and escalation patterns.
• Engage with customers on escalations requiring human oversight and guidance.
• Drive adoption at scale, resolve onboarding blockers, and translate usage data into prescriptive actions.

Skills

AI fluency

Customer success mindset

Data-driven decision making

Tools

CRM systems

Collaboration platforms

Job description

TrendAI, the AI security arm of Trend Micro, is expanding its Global Customer Success Organisation with a new role focused on AI-led engagement for a large Volume Enterprise book of business. You will oversee an AI-powered engagement system, supervise AI agents in HITL mode, and guide customers to achieve business outcomes using TrendAI Vision One.

You will design, supervise and improve the agent-led motion, read portfolio data to spot adoption patterns, and partner with CS Ops, CSTAs and