Customer Success Manager (Cybersecurity Solutions)

Enjoy building lasting customer relationships and helping clients get the most from technology? Join SecureAge Technology as a Customer Success Manager to help our key clients adopt our cybersecurity solutions effectively, address evolving challenges and achieve their business objectives.

We are looking for a proactive, customer-focused professional who listens well, takes ownership and works closely with customers and internal teams to deliver a positive customer experience.

About the role

You will be the primary relationship contact for an assigned portfolio of key clients, guiding them from onboarding through ongoing adoption and renewal. Through regular engagement, you will understand their priorities, identify emerging pain points and coordinate the expertise and support they need.

Success in this role means customers use our solutions effectively, receive responsive support and see continued value in their relationship with SecureAge.

Key responsibilities

• Build trusted customer relationships: Develop strong relationships with business, IT, cybersecurity and procurement stakeholders, understanding their objectives, concerns and expectations.
• Coordinate smooth onboarding: Work with sales, deployment and support teams to ensure a clear handover after purchase, with agreed expectations, responsibilities and next steps.
• Develop customer success plans: Agree on desired outcomes, practical milestones and action plans with customers, and review progress regularly.
• Drive product adoption: Understand how customers are deploying and using our solutions, identify barriers and coordinate training, guidance or technical assistance to help them realise value.
• Engage customers proactively: Conduct regular check-ins and account reviews to discuss product experience, outstanding issues, changing requirements and upcoming priorities.
• Own customer follow-through: Coordinate responses to enquiries and service issues, keep customers informed and track agreed actions through to completion with the relevant teams.
• Identify and address retention risks: Recognise early signs of dissatisfaction, stalled deployment, limited adoption or disengagement, and work with internal teams on timely action.
• Represent the customer internally: Translate feedback, recurring pain points and product gaps into clear input for product and engineering teams, and communicate agreed updates to customers.
• Support renewals and account growth: Prepare for renewals early, address customer concerns and identify additional needs where SecureAge can help, working with sales and pre-sales on suitable solutions and proposals.
• Maintain clear account records: Keep CRM records, stakeholder information, customer success plans, outstanding actions and renewal risks accurate and up to date.

What we are looking for

• Relevant experience in customer success, account management, technical account management or another customer-facing role in the technology sector, preferably supporting organisations in Singapore.
• A technology background and keen interest in IT and cybersecurity, with the ability to learn our solutions, understand customer use cases and explain their practical business value.
• Strong listening skills and empathy, with the ability to ask thoughtful questions and understand customer concerns and priorities.
• A proactive approach to problem-solving, with a strong sense of ownership and consistent follow-through.
• The ability to coordinate and influence colleagues across sales, deployment, support, product and engineering teams to address customer needs.
• Clear communication and presentation skills, including confidence engaging different levels of stakeholders, handling difficult conversations and setting realistic expectations.
• Strong organisational skills, with the ability to manage multiple accounts, maintain action plans and prioritise customer needs and risks.
• Commercial awareness and the ability to recognise opportunities that benefit both the customer and SecureAge.
• A diploma or degree in IT, business or a related discipline is preferred. Experience with cybersecurity solutions, software adoption or customer onboarding is an advantage.

Salary will be commensurate with experience.

Skills

Customer Mindset, Retention Management, Handle Enquiries, Problem Solving, Customer Account Management, Marketing Plan Implementation, Liaise With Sales Team, Account Growth, Building Customer Relationships, Use Case Analysis, Customer Facing Roles, Uncover Opportunities, requirements development, Proactive Communication, Creating communication strategies