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.
Responsibilities
- 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
Requirements
- 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