Customer Success Executive

This is a fully remote position, open to applicants in Thailand.

📋 Description

• Assist the Head of Customer Success in managing a top-tier customer success department.

• Take responsibility for renewals, re-contracting, and the evolution of solutions to minimize churn and maximize customer lifetime value.

• Maintain a precise and clear forecast of your pipeline, including renewals, expansions, and ongoing opportunities.

• Regularly engage with customers to comprehend their challenges and align them with appropriate CyberOne services and technologies.

• Cultivate strong, trusted relationships with customers at all levels, from IT teams to senior executives.

• Serve as the primary contact for all service delivery matters.

• Conduct structured monthly and quarterly service reviews, ensuring that actions are agreed upon, assigned, and delivered punctually.

• Oversee delivery in accordance with contracted SLAs and service schedules, ensuring that we not only meet obligations but also exceed expectations.

• Manage escalations in a calm and professional manner, including the creation of Root Cause Analysis reports that enhance customer confidence.

• Generate monthly, quarterly, and annual service reports, delivering them through our customer portal.

⛳️ Requirements

• Exceptional administrative, organizational, and time management skills.

• Strong analytical skills paired with a practical, problem-solving approach.

• High level of attention to detail — you ensure nothing slips through the cracks.

• Confident in both written and verbal communication, including customer-facing reports.

• A proactive and self-motivated style — comfortable working independently as well as collaboratively.

• Ability to learn rapidly and become proficient in the security services and technologies we provide.

• Familiarity with CyberOne systems (or the eagerness and ability to learn quickly).

• Proficient skills in Microsoft tools (PowerPoint, Power BI, Word, Excel).

• Experience in customer-facing and administrative roles within a cyber/IT services environment.

• Comprehensive understanding of cyber security and managed service delivery.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options