Customer Success Manager

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

📋 Description

• Serve as the primary contact for a portfolio of APAC customers, ensuring their daily success, addressing inquiries, and coordinating efforts.

• Conduct onboarding sessions, regular check-ins, and service reviews for the accounts.

• Handle incoming support tickets by triaging, responding, and collaborating with Engineering, Labs, and Product teams.

• Monitor customer health indicators, potential risks, and renewal timelines; proactively escalate any identified risks.

• Assist in renewals and growth opportunities within existing accounts in partnership with senior Customer Success Managers (CSMs).

• Provide support for larger or more complex accounts during peak times, incidents, or proof-of-value initiatives.

• Lead internal Customer Success projects, focusing on process enhancements, documentation updates, tooling organization, and CS reporting.

• Enhance and manage HubSpot, Vitally, Intercom, and internal knowledge repositories.

• Report directly to the Head of Customer Success.

⛳️ Requirements

• Minimum of 2 years in a customer success or project management position.

• Background in the cybersecurity sector, preferably with experience in Threat Intelligence and/or Offensive Security solutions.

• Proven experience managing enterprise SaaS accounts.

• Ability to engage and interact with business stakeholders in client settings.

• Comfortable in a role that is heavily focused on execution, with both customer-facing and internal responsibilities.

• Excellent written and verbal communication skills.

• Strong listening abilities and a keen understanding of customer pain points.

• Highly organized with robust time management skills.

• Capacity to manage multiple priorities at once.

• Self-motivated and proactive, able to work independently while also collaborating with senior CSMs and cross-functional teams.

• Familiarity with SaaS metrics and customer success tools, ideally Gainsight, HubSpot, or Intercom.

• Customer-focused mindset with a genuine passion for driving customer success.

🏝️ Benefits

• Competitive salary.

• Access to tools and high-quality equipment necessary to excel in the role.

• Opportunities for career advancement and internal promotions.

• Collaborate with cybersecurity experts on leading-edge industry challenges.