Customer Trust Analyst

About the Role

Abnormal AI is looking for a Senior Customer Trust Analyst to build and lead our customer-trust program across EMEA. As the first Customer Trust hire in the region, this person will partner closely with our EMEA-based Engineering and Sales teams to foster a culture of trust between Abnormal and our customers. This role sits within the Customer Trust team, which acts as the translation layer between customers and Abnormal: translating customer security requirements into internal controls, evidence, and product or operational requirements, then translating those controls back into clear assurances customers can trust and act on.

This role will be responsible for presenting Abnormal's control environment directly to senior buyers, designing response strategy for the highest-stakes security reviews rather than reacting question by question, and driving toward clarity when customer expectations conflict with reality. This includes advising Sales leadership on how to position the control environment to prospects and defining how the trust response process scales as deal volume grows. As the first person in this function regionally, this individual will serve as the primary point of contact for Abnormal's EMEA customer-trust program and will be accountable for outcomes that unblock revenue at scale, not just individual deals.

The ideal candidate thrives in high-pressure customer conversations, translates security and privacy concepts for a business audience with precision, stays composed when a discussion turns contentious, and brings the business judgment to tie trust program depth to revenue outcomes. Familiarity with the EU AI Act and GDPR as they apply to a leading cybersecurity SaaS provider's customers is also expected.

Who you are

• Proven experience navigating customer-facing security conversations at the highest stakes level
• Analytical thinker who connects trust program depth to revenue outcomes
• Proficient in designing a response strategy rather than reacting question by question, even amid high ambiguity in the highest-stakes reviews
• Confidence and willingness to raise concerns and drive toward clarity when customer expectations conflict with reality
• Strong communication skills with the ability to quickly build rapport with internal stakeholders and senior external buyers; demonstrated experience translating complex security and privacy concepts for diverse audiences
• High attention to detail and process, with the organizational rigor to be accountable for program-level outcomes, not just individual deals
• Ability to adapt to evolving business and technical environments and manage multiple priorities across deals in a fast-paced environment
• Team player, collaborative work style
• Self-motivated and able to operate with minimal oversight, owning outcomes end to end
• Demonstrated ability to operate as a self-starter and de facto leader, building a customer-trust function from the ground up as the first hire in a region, and comfortable navigating cross-functionally to manage customer requests without an established local team or playbook to lean on

What you will do 

• Own and build the customer-trust program for EMEA as the first Customer Trust hire in the region, including how conversations are prioritized, escalated, and resolved
• Contribute to defining how the trust response process scales as deal volume grows, without diluting response quality or turnaround time
• Translate customer security requirements into internal controls, evidence, and product or operational requirements that internal teams can act on
• Track and drive resolution of gaps between customer expectations and Abnormal's actual control environment, ensuring resolution is documented and communicated back to the customer
• Partner with EMEA-based Engineering and Sales teams, as well as Security and Legal, to foster a culture of trust between Abnormal and its customers across the region
• Monitor changes in customer expectations and the regulatory landscape, including the EU AI Act and GDPR, and adjust how Abnormal's control environment is presented as needed
• Maintain up-to-date content in Responsive and accurate documentation in Safebase Trust Center for EMEA
• Support the tooling that underpins the trust response process, including Responsive and Safebase Trust Center
• Engage in ad-hoc projects as required
• Maintain regular, clear communication with internal stakeholders and Sales leadership regarding conversation status, deal risk, and progress on unresolved issues
• Communicate program status, health, and key risks to senior management and Sales leadership, connecting trust program performance to revenue outcomes

Must Haves 

• 7 to 10 years of experience in customer-facing security, trust, or compliance roles
• Familiarity with SOC 2, ISO 27001, ISO 27701, ISO 42001, RFPs, and security questionnaires
• Experience translating customer security requirements into internal controls, evidence, and product or operational requirements
• Strong project management skills with the ability to drive resolution across internal teams when customer expectations conflict with reality
• Excellent written and verbal communication skills, with the ability to explain complex security and privacy concepts to both technical and non-technical stakeholders
• Experience helping customers build trust with products in scope for the EU AI Act and GDPR
• Experience engaging with German works councils

Nice to Have 

• Bachelor's degree or equivalent experience
• CIPP/E, CIPM, CISM, CISSP, CTPRP, or ISO 27001 Lead Auditor certification(s)
• Experience using Responsive and SafeBase Trust Center
• Experience in a fast-paced, high-growth technology company

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A note on AI in our process: Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.