Senior Customer Trust Analyst

About the position

Abnormal Security is seeking a motivated Senior Customer Trust Analyst to join our Security & Privacy team. In this pivotal role, you will be responsible for spearheading our customer trust initiatives, with a key focus on managing the security and privacy questionnaire process. You will work closely with cross-functional teams—including legal, compliance, product, and engineering—to ensure that every element of our trust communications, documentation, and processes is not only current but also strategically aligned with our organizational goals. Your role will involve a blend of strategic oversight and hands-on execution. Leveraging your strong analytical skills and meticulous attention to detail, you will analyze and optimize our trust workflows, ensure our content remains evergreen, and refine response strategies to meet evolving industry standards. As a trusted subject matter expert, you will be instrumental in driving improvements across our trust operations, ensuring that best practices in customer trust are effectively communicated and implemented across the organization. This position offers the opportunity to make a significant impact on our trust program while advancing your professional growth in a dynamic, collaborative environment. You'll be at the forefront of safeguarding our customer relationships and elevating our security posture, ensuring that Abnormal Security remains a leader in customer trust.

Responsibilities

• Lead the end-to-end management of the security and privacy questionnaire process, ensuring that responses to both security and privacy questionnaires are not only prompt, thorough, and accurate but also strategically aligned with our broader risk management objectives.
• Oversee the coordination of responses to trust-related inquiries and customer investigations, ensuring seamless collaboration across teams and maintaining robust communication channels.
• Take full ownership of the Security Hub and Trust Portal, ensuring that all trust-related content is meticulously maintained, regularly updated, and aligned with evolving industry best practices.
• Drive the development, management, and systematic updating of internal and external trust documentation and records, ensuring that they serve as a reliable resource for audiences.
• Collaborate proactively with legal, compliance, and privacy teams to track, review, and enhance external trust communications and privacy notices, ensuring consistency and clarity in messaging.
• Utilize advanced analytics to assess trust metrics and generate comprehensive reports that provide actionable insights into the effectiveness of our trust programs, informing strategic decision-making at the senior level.
• Spearhead the creation and delivery of training materials and awareness programs related to customer trust, ensuring that all employees are well-versed in the latest practices and compliance requirements.
• Lead continuous improvement initiatives within the trust function, identifying process inefficiencies and implementing innovative solutions to drive operational excellence and support organizational growth.
• Engage in ad-hoc projects as required.
• Effectively communicate program and project execution status, program health and effectiveness, key accomplishments, and risks to senior management both within Security and to our business partners.

Requirements

• 3+ years of experience in cybersecurity, GRC, and/or technical compliance roles.
• Bachelor’s degree or equivalent practical experience, with a preference for candidates who have pursued further training or certifications relevant to customer trust, security, or privacy management.
• Proven experience in managing the security questionnaire process, ensuring responses are accurate, timely, and aligned with broader risk management objectives.
• Exceptional attention to detail and advanced analytical skills, with a demonstrated ability to leverage data for trend identification and to drive strategic decision-making.
• Excellent written and verbal communication skills, capable of translating complex technical information into clear, actionable insights for both technical and non-technical stakeholders, including senior leadership.
• A collaborative leader who thrives in a fast-paced, cross-functional team environment, adept at managing relationships across legal, compliance, product, and engineering teams.
• Solid foundational understanding of privacy, security, and customer trust concepts, with the ability to apply these principles effectively within an evolving digital landscape.
• Proven ability to manage multiple priorities and meet deadlines consistently, underpinned by strong organizational and time management skills.
• Proven project management experience, including managing multiple concurrent compliance projects with competing deadlines and leading cross-functional teams across technical and business units.
• Experience with project management methodologies (Agile, Waterfall) and tools.

Nice-to-haves

• Experience working in cybersecurity, SaaS, or technology-focused environments.
• Prior big 4/Consulting experience.
• Familiarity with trust center operations, privacy regulations, and compliance standards (e.g., GDPR, CCPA).
• Prior exposure to trust-related tools and methodologies.
• Relevant certifications (e.g., CIPP, CIPM, or similar) are a plus.
• Familiarity with GRC tools such as Safebase and Responsive.

Benefits

• Base salary range: $123,000—$145,000 USD.
• Eligible for a bonus, restricted stock units (RSUs), and benefits.