Customer Experience Manager - Singapore (Cybersecurity)

Location: Singapore — Remote

Company

hirify.global provides an end-to-end cybersecurity platform for protecting IT, OT, and ICS critical infrastructure, securing devices and networks, and supporting compliance for public and private sector organizations.

What you will do

• Own customer experience, satisfaction, onboarding, deployment, adoption, expansion, and ongoing technical engagement for hirify.global customers in Singapore.
• Lead the local customer support team, including case management, prioritization, SLA adherence, customer communication, coaching, mentoring, and operational KPI monitoring.
• Manage critical and high-priority escalations, coordinate customers with Support, Product, Engineering, Professional Services, Sales, and Account Management, and drive timely resolution.
• Remain hands-on with complex technical issues through technical triage, root-cause analysis, corrective and preventive actions, and critical incident leadership.
• Coordinate customer-facing Support and Professional Services activities across the matrix organization, maintaining ownership, action tracking, and clear communication.
• Capture customer feedback, use cases, feature requests, and product gaps; support customer advocacy, references, success stories, renewals, and expansion opportunities.

Requirements

• 8+ years of experience in Customer Success, Customer Experience, Technical Account Management, Support, Professional Services, or a similar customer-facing technical role.
• Experience managing or leading a technical support or customer-facing team.
• Strong understanding of enterprise IT and cybersecurity environments.
• Experience working with enterprise customers and managing complex technical escalations.
• Strong communication, presentation, stakeholder management, problem-solving, and analytical skills.
• Ability to work effectively across Sales, Support, Product, Engineering, and Professional Services.
• Customer-first mindset with strong ownership and accountability.
• Strong business-level English communication skills for customer and internal stakeholder engagement.
• Strong hands-on technical troubleshooting skills, including investigation of complex enterprise and cybersecurity issues.
• Ability to lead critical customer incidents through technical triage, root-cause analysis, resolution coordination, and customer communication.
• Ability to coach engineers through practical technical problem-solving while maintaining accountability for customer outcomes.

Nice to have

• Experience with cybersecurity products, enterprise security platforms, or critical infrastructure protection.
• Experience with SaaS or platform deployments and enterprise adoption programs.
• Experience working with large enterprise customers in Singapore.
• Familiarity with malware protection, file security, email security, data security, network security, cloud security, or endpoint security technologies.
• Experience managing strategic accounts and executive-level customer relationships.

Culture & Benefits

• Customer-facing leadership role in a global cybersecurity organization.
• Matrix collaboration with global Support, Professional Services, Product, Engineering, Sales, and Customer Experience teams.
• Remote role associated with the Singapore market.
• Equal employment opportunity and commitment to a workplace free from discrimination and harassment.