Customer Experience Manager - Singapore

OPSWAT, Inc.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

OPSWAT, Inc. in Singapore seeks a hands-on Customer Experience Manager to own the end-to-end experience for local customers. You will lead the Singapore-based support team, drive onboarding, deployment, adoption, and renewals, and partner with Sales, Product, and Engineering to ensure outcomes that exceed expectations.

You will coordinate with global teams to deliver consistent service, manage critical incidents, and advocate for customers while scaling processes to support growth in the region.

Responsibilities

• Own the overall customer experience and satisfaction for OPSWAT customers in Singapore.
• Build strong relationships with key customer stakeholders and become a trusted technical advisor.
• Ensure customers successfully onboard, deploy, configure, and adopt the OPSWAT Platform.
• Proactively monitor customer adoption, identify gaps, and drive initiatives to improve platform utilization.
• Understand customers' security challenges and identify opportunities to leverage additional OPSWAT capabilities and use cases.
• Conduct regular customer reviews and technical/business discussions with strategic customers.
• Lead and manage the local customer support team in Singapore.
• Ensure effective case management, prioritization, SLA adherence, and customer communication.
• Coach and mentor support engineers to continuously improve technical capability and customer engagement.
• Monitor team performance, customer satisfaction, escalations, and operational KPIs.
• Collaborate with global support teams to ensure consistent processes and 24x7 customer coverage where required.
• Own critical and high-priority customer escalations in Singapore.
• Act as the primary point of coordination between customers, Support, Product, Engineering, and other internal teams.
• Drive escalations to timely resolution while maintaining clear and proactive communication with customers.
• Identify recurring issues and work with internal teams to eliminate root causes.
• Identify new customer use cases and help customers maximize the value of the OPSWAT Platform.
• Capture customer feedback, feature requests, and product gaps and communicate them effectively to Product Management and Engineering.
• Represent the voice of the customer within OPSWAT.
• Identify opportunities for customers to expand their use of OPSWAT products and capabilities.
• Develop customer references, success stories, and advocacy opportunities where appropriate.
• Remain actively involved in troubleshooting complex customer issues and critical incidents, partnering with engineers as needed.
• Lead technical triage, root-cause analysis, and resolution planning for high-impact cases; ensure follow-through on corrective and preventive actions.
• Review case trends and technical escalations to identify product gaps, recurring defects, and opportunities to improve support effectiveness.

Job description

OPSWAT , a global leader in IT, OT , and IMS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world's critical infrastructure and securing our way of life.

About the Role

We are looking for a Customer Experience Manager - Singapore to own the end-to-end customer experience for OPSWAT customers in the Singapore market.

This role will be responsible for managing the local customer support team while acting as a trusted customer-facing leader throughout the customer lifecycle-from onboarding and deployment to adoption, expansion, and ongoing technical engagement.

The ideal candidate combines strong technical and customer-facing skills with the ability to build relationships with customers, drive successful outcomes, manage escalations, and work closely with Sales, Product, Engineering, and Global Customer Experience teams.

This is a customer-facing leadership role with responsibility for coordinating technical support and Professional Services for OPSWAT customers in Singapore. The role operates in a matrix organization: you will lead local customer engagement and outcomes while working through global Support, Professional Services, Product, Engineering, and Sales teams to align priorities, mobilize the right expertise, and deliver a consistent customer experience. Success requires influence without relying solely on direct reporting lines, strong ownership, and the ability to stay hands-on with complex technical issues.

We are specifically looking for a hands-on, technically strong, customer-facing leader who can manage technical support and Professional Services in a matrix organization. The successful candidate will engage directly with customers on complex technical issues, guide and coach support engineers, coordinate Professional Services delivery, personally drive critical escalations, and work closely with Product and Engineering to resolve root causes. This is a player-coach role that combines practical technical depth, customer ownership, and the ability to influence and align global teams without relying solely on direct reporting lines.

Key Responsibilities

Customer Experience & Success

• Own the overall customer experience and satisfaction for OPSWAT customers in Singapore.
• Build strong relationships with key customer stakeholders and become a trusted technical advisor.
• Ensure customers successfully onboard, deploy, configure, and adopt the OPSWAT Platform.
• Proactively monitor customer adoption, identify gaps, and drive initiatives to improve platform utilization.
• Understand customers' security challenges and identify opportunities to leverage additional OPSWAT capabilities and use cases.
• Conduct regular customer reviews and technical/business discussions with strategic customers.

Local Support Team Management

• Lead and manage the local customer support team in Singapore.
• Ensure effective case management, prioritization, SLA adherence, and customer communication.
• Coach and mentor support engineers to continuously improve technical capability and customer engagement.
• Monitor team performance, customer satisfaction, escalations, and operational KPIs.
• Collaborate with global support teams to ensure consistent processes and 24x7 customer coverage where required.

Escalation Management

• Own critical and high-priority customer escalations in Singapore.
• Act as the primary point of coordination between customers, Support, Product, Engineering, and other internal teams.
• Drive escalations to timely resolution while maintaining clear and proactive communication with customers.
• Identify recurring issues and work with internal teams to eliminate root causes.

Product Adoption & Customer Advocacy

• Identify new customer use cases and help customers maximize the value of the OPSWAT Platform.
• Capture customer feedback, feature requests, and product gaps and communicate them effectively to Product Management and Engineering.
• Represent the voice of the customer within OPSWAT.
• Identify opportunities for customers to expand their use of OPSWAT products and capabilities.
• Develop customer references, success stories, and advocacy opportunities where appropriate.

Hands-on Technical Leadership

• Remain actively involved in troubleshooting complex customer issues and critical incidents, partnering with engineers as needed.
• Lead technical triage, root-cause analysis, and resolution planning for high-impact cases; ensure follow-through on corrective and preventive actions.
• Review case trends and technical escalations to identify product gaps, recurring defects, and opportunities to improve support effectiveness.