Scaled Customer Success Lead for AI Adoption

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

Job summary

TrendAI, the AI security leader and enterprise business unit of Trend Micro, is hiring a Scaled Customer Success Manager in Madrid to own adoption and outcomes for a large Volume Enterprise book. You will manage an AI-powered engagement system, directing a team of AI agents and acting as the Human in the Loop to drive proactive support.

You will work within the Global Customer Success Organization, partnering with CS Ops, CSTAs, and Product to improve GRR and NRR across the portfolio.

Qualifications

• Experience managing a high-throughput CS book of business.
• Ability to review and edit AI-generated content.
• Strong professional communication and credibility in customer conversations.
• Curiosity about AI and how to apply tools to engagement.

Responsibilities

• Triage daily agent escalation queue and your book by adoption health, risk and urgency.
• Review AI-drafted communications for tone, accuracy, and brand alignment.
• Monitor agent scores and adoption campaigns; flag systemic issues.
• Engage directly with customers on escalations and guide risk mitigation.
• Drive adoption at scale by removing onboarding blockers and forecasting next actions.
• Qualify expansion signals and hand to Account Managers with a solid business case.
• Provide feedback on AI drafts and improve the scaled CS playbook.
• Share customer insights with Product/Marketing and align escalation standards.

Skills

Scale CS ops

AI-savvy comms

Client relationship

Cross-functional collab

Tools

AI platforms

Job description

TrendAI, the AI security leader and enterprise business unit of Trend Micro, is hiring a Scaled Customer Success Manager in Madrid to own adoption and outcomes for a large Volume Enterprise book. You will manage an AI-powered engagement system, directing a team of AI agents and acting as the Human in the Loop to drive proactive support.

You will work within the Global Customer Success Organization, partnering with CS Ops, CSTAs, and Product to improve GRR and NRR across the portfolio.