Customer Experience Manager - Singapore

Role overview Lead customer experience for enterprise clients in Singapore using a cybersecurity platform, guiding customers from onboarding and deployment through adoption and ongoing technical engagement. This is a hands-on, player-coach role: you will manage the local support team, take ownership of complex incidents, and coordinate with global support, product, engineering, sales, and professional services teams in a matrix structure.

Responsibilities - Own customer satisfaction and build trusted relationships with key stakeholders, including serving as a technical advisor. - Guide onboarding, deployment, configuration, and adoption; monitor usage and help customers identify additional use cases. - Lead the local support team, coach engineers, and oversee case prioritization, service levels, customer communications, and operational performance. - Personally coordinate and drive critical escalations, from technical triage and root-cause analysis through resolution and customer updates. - Work with global teams to address recurring issues, deliver professional services, and relay customer feedback and product needs. - Track outcomes such as satisfaction, retention, adoption, resolution performance, and team capability.

Requirements - At least eight years in customer success, technical account management, support, professional services, or a similar customer-facing technical role. - Experience leading a technical support or customer-facing team and coaching engineers through practical troubleshooting. - Strong understanding of enterprise IT and cybersecurity environments, with hands-on ability to investigate complex technical issues. - Experience managing enterprise customers, complex escalations, incident coordination, and root-cause analysis. - Strong communication, presentation, problem-solving, and stakeholder management skills, including business-level English. - Ability to work across sales, support, product, engineering, and professional services, taking accountability for customer outcomes.

Nice to have Experience with cybersecurity or critical infrastructure products, enterprise SaaS deployments and adoption, large customers in Singapore, or security areas such as malware, file, email, data, network, cloud, or endpoint protection. Strategic account and executive relationship experience is also useful.