Lead, Customer Success Management (CSM), Cybersecurity (DSC/JH) - #1127991

About the Role

We are seeking a seasoned Customer Success Management (CSM) Lead with a strong background in cybersecurity to lead our customer success initiatives. This role is pivotal in ensuring our clients receive exceptional service delivery, strategic guidance, and measurable value from our cybersecurity solutions. He must be process driven in translating contract into day to day SOP for execution by the backend delivery team

The ideal candidate will have 10+ years of experience in customer-facing roles within the cybersecurity domain, a proven track record of leading high-performing teams, and a deep understanding of cybersecurity frameworks and technologies such as MITRE ATT&CK framework, NIST and etc. Professional certifications such as CISSP, CISA, CISM are required.

Key Responsibilities

Leadership & Strategy

• Lead and mentor a team of Customer Success Managers in a cybersecurity environment.

• Develop and execute customer success strategies aligned with business goals.

• Drive continuous improvement in service delivery and customer engagement.

Customer Engagement & Retention

• Serve as the senior point of contact for strategic clients, ensuring satisfaction and retention.

• Understand customer business objectives and align cybersecurity services to meet those goals.

• Manage escalations and ensure timely resolution of issues.

Service Delivery

• Oversee the delivery of cybersecurity services, ensuring SLAs and KPIs are met.

• Collaborate with technical teams to ensure seamless onboarding and ongoing support.

• Monitor customer health metrics and proactively address risks.

Revenue Growth

• Identify opportunities for upselling and cross-selling cybersecurity products and services.

• Partner with sales and product teams to tailor solutions that meet evolving customer needs.

• Drive expansion within existing accounts through strategic engagement and value demonstration.

Reporting & Insights

• Provide regular updates to senior leadership on customer success metrics and initiatives.

• Analyze customer feedback and usage data to inform product and service improvements.

Qualifications

• Minimum 10 years of experience in customer success, service delivery, or account management in cybersecurity.

• Proven experience leading teams in a cybersecurity or IT services environment.

• Strong understanding of cybersecurity principles, frameworks, and technologies.

• Excellent communication, interpersonal, and stakeholder management skills.

• Demonstrated ability to drive customer satisfaction, retention, and revenue growth.

• Professional certifications required: CISSP, CISA, CISM (at least one, preferably more).

Preferred Skills

• Experience with enterprise cybersecurity platforms and managed security services.

• Familiarity with compliance standards (e.g., ISO 27001, NIST, GDPR).

• Strong analytical and problem-solving skills.

• Ability to work in a fast-paced, dynamic environment.

• Ability to concisely identify customer issues with clarity and precision.

Work location: Ang Mo Kio