Scaled Customer Success Manager (AI/Cybersecurity)

Location: Madrid, Spain; other location: Cork, Ireland

Company

TrendAI™, hirify.global’s AI security business unit, provides AI visibility and consolidated cybersecurity through TrendAI Vision One™.

What you will do

• Manage a high-volume enterprise customer portfolio by prioritizing adoption health, risk, urgency, and agent escalations.
• Review, edit, and approve AI-generated customer communications for accuracy, tone, risk details, product references, and brand alignment.
• Monitor agent confidence, campaign performance, adoption patterns, and escalation trends; identify systemic issues for CS Operations and Global Trend IQ Engineering.
• Handle complex, technical, and sensitive customer escalations, including Vision One security alerts and the Global Risk Process.
• Drive onboarding, adoption, retention, and expansion using consumption data, adoption metrics, and prescriptive recommendations.
• Improve the scaled CS motion by defining agent plays, triggers, guardrails, feedback, defects, and operating-model reporting.

Requirements

• 3+ years of experience in customer success, services, or support within enterprise software or cybersecurity, with a track record of driving adoption and customer outcomes.
• Experience reviewing or quality-checking AI-generated content and using AI insights to personalize engagement, predict churn, and recommend next-best actions.
• Solid technical foundation, preferably in cybersecurity and security concepts including EDR, XDR, or NDR.
• Ability to interpret consumption, usage, adoption, retention, and value metrics through dashboards and make data-backed recommendations.
• Experience with customer success platforms, CRM, and collaboration tools.
• Excellent written and verbal communication skills, with the ability to work independently and under pressure in a team.
• Fluent written and spoken English, Spanish, and French required.

Nice to have

• Familiarity with TrendAI products, especially Vision One™.
• Experience with AI tools, prompt engineering, or working alongside automated systems.

Culture & Benefits

• Work within the Global Customer Success Organisation and collaborate with CS Operations, CSTAs, Retention Managers, Services, Product, Support, Marketing, and Global Trend IQ.
• Participate in a new, evolving role focused on AI-led engagement and customer outcomes at scale.
• Work in a connected, multicultural environment that embraces change, empowerment, innovation, diversity, and equal opportunity.