Customer Success Manager

Job Description

Customer Success Manager

Location: Singapore
Industry: Cybersecurity
Employment Type: Permanent
Salary: Up to SGD 120,000 per annum

Job Overview:

We are looking for a passionate and proactive Customer Success Manager to help enterprise clients maximise the value of our cybersecurity platform. You’ll play a key role in driving customer satisfaction, product adoption, and long-term retention, while acting as the voice of the customer across internal teams.

This role is ideal for someone who has experience managing SaaS clients in the cybersecurity space, excels in cross-functional collaboration, and thrives on delivering exceptional customer experiences. You will report directly to the Head of Customer Success and work closely with both commercial and technical teams.

Key Responsibilities:

• Own and manage a portfolio of B2B SaaS clients, ensuring smooth onboarding, product adoption, and renewal success.

• Serve as a trusted advisor to customers, understanding their business goals and how to best achieve them using our cybersecurity solutions.

• Respond to and resolve customer queries promptly, providing platform guidance and technical alignment where needed.

• Act as the internal voice of the customer, working with Product, Engineering, and Sales teams to escalate feedback and improve platform usability.

• Contribute to the development of scalable customer success processes, playbooks, and engagement strategies.

• Support reporting and insights into usage metrics and account health using tools such as HubSpot or Gainsight.

• Help drive customer advocacy, referrals, and case study opportunities through ongoing relationship building.

Ideal Candidate:

• 2+ years of experience in Customer Success or Account Management, ideally in a B2B SaaS or cybersecurity environment.

• Exceptional verbal and written communication skills—able to simplify technical concepts for business stakeholders.

• Proven ability to manage and grow client relationships, especially at the senior business stakeholder level.

• Self-driven and highly organised, with strong time management and project ownership capabilities.

• Proficient in SaaS success metrics, with experience using tools such as Gainsight, HubSpot, or similar.

• A customer-first mindset, with a genuine passion for helping users succeed and solve meaningful security problems.

• Experience working in or around cybersecurity products or services is highly desirable.