Customer Experience Manager - Singapore

The role

The Customer Experience Manager will own the end-to-end customer experience for OPSWAT customers in the Singapore market. This person will manage the local customer support team and act as a technical leader throughout the customer lifecycle.

What you will do

• Own the overall customer experience and satisfaction for OPSWAT customers in Singapore.
• Build strong relationships with key customer stakeholders.
• Ensure customers successfully onboard, deploy, configure, and adopt the OPSWAT Platform.
• Lead and manage the local customer support team in Singapore.
• Coach and mentor support engineers.
• Own critical and high-priority customer escalations in Singapore.
• Identify new customer use cases and help customers maximize platform value.
• Remain actively involved in troubleshooting complex customer issues and critical incidents.
• Coordinate customer-facing technical support and Professional Services activities.
• Partner with Sales and Account Management on customer strategy and renewals.

Required qualifications

• 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/customer-facing team.
• Strong understanding of enterprise IT and cybersecurity environments.
• Experience working with enterprise customers and managing complex technical escalations.
• Strong communication, presentation, and stakeholder management skills.
• Ability to work effectively across Sales, Support, Product, Engineering, and Professional Services.
• Strong problem-solving and analytical skills.
• Customer-first mindset with strong ownership and accountability.
• Strong business-level English communication skills.
• Strong hands-on technical troubleshooting skills.
• Demonstrated ability to lead from the front during critical customer incidents.
• Ability to coach engineers through practical technical problem-solving.

Nice to have

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

About the company

OPSWAT is a global leader in IT, OT, and ICS critical infrastructure cybersecurity. The company delivers an end-to-end platform to protect complex networks, secure devices, and ensure compliance.