Customer Success Account Manager (Cybersecurity)

Location: Beijing, China

Company

Provider of cybersecurity products, services, and technical support for enterprise customers.

What you will do

• Manage assigned enterprise customer relationships, serving as the primary contact for products, services, technical support, and agreed outcomes.
• Understand customer information security infrastructure, architecture, deployments, roadmaps, business processes, and cybersecurity objectives.
• Identify dissatisfaction and renewal risks, develop strategic account plans with Sales, and support retention, growth, upsell, and cross-sell opportunities.
• Coordinate Customer Success Engineers, subject matter experts, Product Management, Support, Sales, R&D, and customer-side resources.
• Register, prioritize, and track technical issues, feature requests, escalations, and product-related needs through resolution.
• Coach junior team members, support other account managers, identify cross-account trends, and improve Customer Success processes, playbooks, and best practices.

Requirements

• Degree in Information Technology, Information Security, Computer Science, or a closely related field, or equivalent professional education.
• At least 3 years of experience in Customer Success or Renewal Sales, meeting or exceeding targets, and at least 7 years of experience in Customer Support, Professional Services, or Presales.
• Strong presentation, written, verbal, interpersonal, analytical, problem-solving, decision-making, and critical-thinking skills.
• Ability to engage technical, business, management, executive, CISO, and IT stakeholders and build trusted customer relationships.
• Ability to manage multiple customers, projects, and tasks while meeting agreed deadlines with a structured and process-oriented working style.
• Good understanding of enterprise cybersecurity strategies, technologies, operational practices, security operations, governance, risk, compliance, and business alignment.
• Good understanding of large enterprise environments, complex IT infrastructures, hybrid and multi-cloud deployments, regulatory requirements, and risk management frameworks.
• Expertise in information security, practical cybersecurity, security monitoring, IT and information security architectures, networking technologies, security product integrations, cybersecurity threats, industry trends, and best practices.
• Knowledge of local and international information security regulatory, legal, and cybersecurity standards.
• Ability to manage customer escalations and coordinate cross-functional teams to resolve issues promptly and efficiently.
• Professional verbal and written English and professional verbal and written Mandarin Chinese.
• Availability for flexible and on-duty hours, business trips, and travel.

Nice to have

• Recognized information security certification such as CISSP, CISA, CEH, SSCP, or equivalent.

Culture & Benefits

• Work includes collaboration with Customer Success, Engineering, Product Management, Support, Sales, R&D, and regional APAC teams.
• Flexible working hours and on-duty coverage are part of the role.
• Business travel may be required.
• Opportunity to coach junior colleagues and contribute to shared Customer Success practices and playbooks.

Hiring process

• HR interview.
• Meeting with the hiring team.
• Interview with the Regional APAC team.
• Offer stage and reference check.