{"id":1134517,"url":"https://alion.io/job/ensign-infosecurity-customer-success-manager-2","title":"Customer Success Manager","company":{"id":50230,"name":"Ensign InfoSecurity","domain":"ensigninfosecurity.com","url":"https://alion.io/company/ensign-infosecurity","size_band":"501-1000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"C","score":66,"open_postings":46,"ghost_share":0.652,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-23T07:04:47Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T07:35:17Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"Ensign is hiring !\nJob Overview\nThe Customer Success Manager (CSM) serve as both a customer success lead and a technical advisor, ensuring seamless delivery of cybersecurity services, project execution, and continuous improvement within IBC. This dual role combines strategic client engagement, operational governance, and technical oversight to ensure Ensign’s cybersecurity solutions deliver measurable value, align with client objectives, and enhance overall service experience.\nDuties and Responsibilities\nCustomer Success and Relationship ManagementServe as the primary point of contact for assigned clients, ensuring alignment between client objectives and Ensign’s service delivery\nBuild and maintain professional relationships with client information security leadership and technical stakeholders.\nLead regular service and operational review meetings, ensuring SLA and KPI compliance and timely issue resolution.\nCollaborate with clients to develop information security strategies, frameworks, and roadmaps that support business objectives.\nIdentify account opportunities and design solutions that enhance customer experience and satisfaction while advocating for client interests.\nCoordinate Day 0 to Day 2 project transitions to ensure smooth operational handovers and readiness.\nAct as an escalation point for client requests and service delivery issues and work with internal teams to drive effective remediation.\n\n Technical and Operational AdvisoryThoroughly understand client IT infrastructure, application architecture, and critical assets monitored by the Security Operations Centre (SOC).\nAssess the business impact of critical assets and provide advisory input to the SOC on data source onboarding, use case management, and incident investigation.\nProactively monitor incidents, violations, and detection trends, recommending automation, process optimisation, and use case tuning.\nParticipate in SOC cadence and ad hoc meetings to review performance, trends, and client-related updates.\nCollaborate with SOC teams to enhance visibility, detection coverage, and incident response capabilities.\nServe as a subject matter expert for the SOC’s continuous service improvement programme and participate in Change Advisory Board meetings.\nEngage in post-incident reviews and client escalation processes, ensuring timely and transparent communication.\n\nProject ManagementManage end to end project execution for assigned accounts, including scope, timelines, deliverables, and stakeholder coordination.\nMaintain accurate project documentation such as Baseline, Technical, UAT and Design documents.\nConduct project reviews and progress updates with clients and internal stakeholders to ensure alignment and transparency.Support risk management, change control, and adherence to contractual and operational requirements.\n\nService Delivery ExcellenceMonitor and report on service performance using dashboards, metrics, and analytical insights to identify improvement opportunities. \nCollaborate across functional teams to streamline workflows and strengthen service integration. \nStandardise and improve reporting processes including monthly reports, incident summaries, and SOC operational insights. \nDrive automation and data-driven initiatives to enhance reporting accuracy, efficiency, and client relevance. \n\nBusiness Growth and Strategic AlignmentPartner with Sales and Pre Sales teams to identify service enhancement or expansion opportunities based on client needs. \nParticipate in strategic account planning and technology adoption discussions with clients and internal leadership. \nContribute to service maturity and operational efficiency initiatives within IBC to strengthen Ensign’s market positioning. \n\nRequirements:\nBachelor’s Degree or equivalent experience in Information Technology, Information Systems, Computer Science, Engineering, or related disciplines. \nProven experience managing relationships with internal and external stakeholders, including clients and cross-functional teams. \nStrong understanding of IT Service Management, Security Operations, and Incident Response functions. \nExperience working across the Asia Pacific region, collaborating with Sales, Operations, and Engineering teams. \nAbility to manage multiple priorities, work effectively under pressure, and meet time-sensitive deadlines. \nStrong analytical and decision-making abilities with the capability to interpret security information and provide risk-based recommendations. \nProven ability to initiate new projects through understanding of client business needs and technical environments. \nExcellent written and verbal communication skills with effective presentation and client engagement abilities. \nCertifications such as ITIL, PMP, PRINCE2, CISSP, CISM, or CompTIA Security Plus are advantageous.","description_format":"text","description_chars":4809,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Security","Managed Security"],"lifecycle":[{"event":"open","at":"2026-09-23T07:04:47Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:10","stale_co","velocity","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/ensign-infosecurity-customer-success-manager-2","json_url":"https://alion.io/job/ensign-infosecurity-customer-success-manager-2.json","meta":{"generated_at":"2026-09-24T07:36:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}