Customer Success Manager

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

📋 Description

• Manage a portfolio of clients located in the APAC region, serving as their main point of contact for daily success, inquiries, and coordination.

• Conduct onboarding sessions, regular check-ins, and service reviews for accounts to ensure consistent engagement and clarity in outcomes.

• Oversee incoming support tickets, prioritizing, responding, and collaborating with Engineering, Labs, and Product teams as necessary.

• Monitor customer health indicators, risks, and renewal timelines, escalating promptly when potential risks are detected.

• Assist with renewals and growth opportunities for existing accounts, collaborating with senior CSMs when appropriate.

• Partner closely with senior CSMs to support larger or more intricate accounts during peak times, incidents, or proof-of-value initiatives.

• Take charge of internal Customer Success projects, including process enhancements, documentation, tooling optimization, and CS reporting.

• Contribute to the maintenance and improvement of internal systems such as HubSpot, Vitally, Intercom, and internal knowledge bases.

⛳️ Requirements

• A minimum of 2 years of experience in a customer success or project management role.

• Background in the cybersecurity sector (preferably in Threat Intelligence and/or Offensive Security solutions), managing enterprise SaaS accounts.

• Proven experience engaging and communicating with business stakeholders in client settings.

• Ability to thrive in a role that demands both customer-facing and internal responsibilities, with a focus on execution.

• Strong written and verbal communication skills, coupled with excellent listening abilities and an understanding of customer challenges.

• Highly organized with effective time management skills, capable of balancing multiple priorities at once.

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

• Familiarity with SaaS metrics and customer success tools is a plus (e.g., Gainsight, HubSpot, Intercom).

• A customer-focused mindset with a genuine enthusiasm for assisting customers in achieving success.

🏝️ Benefits

• Competitive compensation - we believe in fairly rewarding hard work, skills, and ambition.

• Significant role in a company - you will play a crucial and early part in a rapidly growing cybersecurity business that protects some of the world's largest enterprises.

• Access to the best tools and equipment - we provide you with the resources needed to effectively perform your role.

• Limitless opportunities – we are in a high-growth phase and intend to promote from within as we expand.

• Collaborate with cybersecurity experts – we tackle leading-edge industry-wide cybersecurity challenges alongside some of the world’s most advanced organizations.