Scaled Customer Success Manager (CSM)

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 global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk.

At TrendAI, we're always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future.

AI Fearlessly.

New Role | AI-Led Engagement | Volume Enterprise Book of Business

The Role:

This is a new role in the Global Customer Success Organisation at TrendAI. The traditional Customer Success Manager model is being rewritten for the AI economy. As part of the Scaled Customer Success team, you operate an AI-powered engagement system that gives thousands of our customers the proactive support they have never had before, with a clear focus on driving adoption at scale so they achieve their business outcomes with TrendAI Vision One™.

The Scaled Customer Success Manager owns adoption and customer outcomes across the customer lifecycle for a large book of business of Volume Enterprise customers, by directing a team of AI agents and acting as the Human in the Loop (HITL). You do not manage accounts one check-in at a time. You design, supervise and improve the agent-led motion, read portfolio data to spot adoption patterns and risks, and tell customers what to do next, not just how things are going. When an account needs a trusted advisor, you are that advisor.

This role sits within the Global Customer Success Organisation and works closely with the wider CS Organisation, CSTAs, Retention Managers, CS Operations, and the Global Trend IQ team, who build and maintain the virtual CSM platform. Together, you drive customer outcomes and positively impact GRR and NRR across the customer portfolio.

The Responsibilities:

• Triage the daily agent escalation queue and your book of business by adoption health, risk and urgency, using dashboards and agent summaries to prioritise attention.
• Review, edit and approve AI-drafted customer communications, verifying alert details, risk scores and product references for accuracy, tone and brand alignment.
• Monitor agent confidence scores, adoption campaign performance and escalation patterns, flagging systemic issues to CS Operations and Global IQ Engineering.
• Engage directly with customers on escalations where the agent-led motion isn't enough, taking over complex, technical or sensitive conversations, guiding mitigation of TrendAI Vision One™ security alerts, and handling escalations through the Global Risk Process, with Support, Product and leadership as needed.
• Drive adoption at scale across your book of business: resolve onboarding blockers and missed adoption milestones, and turn consumption and adoption data into prescriptive recommendations that move customers through the adoption lifecycle and protect GRR.
• Qualify expansion signals from adoption and consumption data and hand them to Account Managers and Account Executives with a clear business case.
• Give structured feedback on AI drafts, set agent plays, triggers and guardrails, and log defects to continuously improve agent performance and the scaled CS playbook.
• Share the voice of the customer with Product, Support and Marketing, and work with CS Managers and the Global Trend IQ team to align escalation thresholds, engagement standards and platform improvements.
• Report on book-of-business adoption, GRR, NRR and Vision One™ adoption metrics within the CS operating model cadence, including quarterly business reviews.
• Coordinate with Services (MDR, IR and Professional Services) on retainer and consumption tracking, in line with the agreed RACI for shared customer engagements.

You Are:

• Built for scale: You manage a high-throughput queue across a large book of business while keeping a close eye on the detail of each individual account.
• Quality-minded: You review AI-generated content critically, catching errors in tone, accuracy and relevance before they reach a customer.
• A clear, professional communicator: When you step into a customer conversation, you build credibility and trust.
• Curious about AI: You don't need to be an engineer, but you're interested in how AI tools work and how to make them better.
• Process-driven: You follow established workflows, log outcomes diligently and speak up when something isn't working.
• Comfortable with ambiguity: This is a new role with evolving processes, and you're at ease with things not being fully defined from day one.
• Customer-centric: You keep a real person in mind with every email you approve, and you are comfortable hosting customer calls, webinars and live conversations.

You Have:

• AI fluency: Experience reviewing or quality-checking AI-generated content and ability to use AI tools and insights to personalise customer engagement, predict churn and recommend next-best actio