Customer Success Manager

WatchTowr Pte. Ltd.; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

WatchTowr Pte. Ltd. is seeking a Customer Success Manager to support customers and stakeholders in leveraging our cybersecurity technologies, while acting as a key execution resource across customer support, internal projects, and tooling.

This role is ideal for someone early in their CS career, with growth into a Senior CSM over time, and involves close collaboration with customers, the watchTowr product, and internal teams to ensure high-quality customer care and outcomes.

Qualifications

• 2+ years in a customer success or project management role.
• Experience in cyber security industry (ideally Threat Intelligence and/or Offensive Security-type solutions), managing enterprise SaaS accounts.
• Experience engaging with business stakeholders in client environments.
• Comfortable in an execution-heavy role with customer-facing and internal responsibilities.
• Strong written and verbal communication with ability to understand customer pain points.

Responsibilities

• Own a book of customers based in APAC as their primary point of contact for day-to-day success, questions, and coordination.
• Lead onboarding, regular check-ins, and service reviews to maintain engagement and clear outcomes.
• Manage inbound support tickets, triage, and coordinate with Engineering, Labs, and Product as needed.
• Track customer health signals, risks, and renewal dates; escalate early when risk is identified.
• Support renewals and expansion opportunities with existing accounts, collaborating with senior CSMs when appropriate.
• Assist senior CSMs to support larger or complex accounts during busy periods, incidents, or proof-of-value engagements.
• Own internal CS projects such as process improvements, documentation, tooling cleanup, and CS reporting.
• Help maintain and improve internal systems like HubSpot, Vitally, Intercom, and internal knowledge bases.

Skills

Customer Success

Project Management

Stakeholder Engagement

SaaS Metrics

Communication

Tools

Gainsight

HubSpot

Intercom

Job description

Hello, let us introduce ourselves!

watchTowr is the Preemptive Exposure Management capability trusted by Fortune 500 companies and critical infrastructure providers.

By combining proactive threat intelligence, real attacker telemetry, and automated red teaming, watchTowr continuously identifies and validates real exposure - so security teams can outrun real-world threats.

When exploitation happens in hours, watchTowr delivers what no one else can: time to respond.

We are a global team of operators, researchers, and engineers who have spent years thinking like attackers - and we are now building the technology to stop them. Our work is recognised across the industry, with original vulnerability research from watchTowr Labs and innovations like Instinct and Attacker Eye shaping the future of cybersecurity.

Backed by $29M in funding, recognised by Gartner, and scaling fast across the globe, we are in a high-growth phase of our journey. We are a young, high-energy, and research-driven team, obsessed with building world-class technology - and we want exceptional people to join us.

But what’s the role?

We are looking for a Customer Success Manager to support our customers and stakeholders fully leverage our technology, while also acting as a key execution resource across customer support, internal projects, and tooling.

Sounds great - what will I do?

This is ahands-on, execution-focused roledesigned for someone earlier in their Customer Success career who wants togrow into a Senior Customer Success Manager over time. You’ll work closely with customers, the watchTowr product, and internal teams, operating independently on day-to-day customer needs while continuing the high standard of customer care that has driven our growth.

Reporting to VP, Customer Success, this role sits at the intersection ofcustomer success execution, support coordination, and operational improvement, providing a strong foundation for progression into a more senior, strategic CSM role.

As a Customer Success Manager, you will:

• Own a book of customers based in the APAC region, acting as their primary point of contact for day-to-day success, questions, and coordination.

• Run onboarding, regular check-ins, and service reviews for accounts, keeping engagement consistent and outcomes clear.

• Manage inbound support tickets, triaging, responding, and coordinating with Engineering, Labs, and Product where needed.

• Track customer health signals, risks, and renewal dates, escalating early when risk is identified.

• Support renewals and expansion opportunities with existing accounts, working alongside senior CSMs where appropriate.

• Work closely with senior CSMs to support larger or more complex accounts during busy periods, incidents, or proof-of-value engagements.

• Take ownership of internal Customer Success projects such as process improvements, documentation, tooling cleanup, and CS reporting.

• Help maintain and improve internal systems such as HubSpot, Vitally, Intercom, and internal knowledge bases.

Sounds perfect to me, what specifics are you looking for?

Ideal Experience

• 2+ years in a customer success or project management role.

• Experience in cyber security industry (ideally Threat Intelligence and/or Offensive Security-type solutions), managing enterprise SaaS accounts.

• Experience engaging and interacting with business stakeholders in client environments.

• Comfortable operating in an execution-heavy role with a mix of customer-facing and internal responsibilities.

• Clear and concise communicator, both written and verbal, with strong listening skills and the ability to understand customer pain points.

• Highly organised with strong time management skills and the ability to juggle multiple priorities simultaneously.

• Self-driven and proactive, comfortable working independently while collaborating closely with senior CSMs and cross-functional teams.

• Familiarity with in SaaS metrics and familiar with customer success tools is preferable (e.g., Gainsight, HubSpot, Intercom).

• A customer-centric mindset with a genuine passion for helping customers succeed.

What’s in it for me?

• Competitive compensation - we believe that hard work, skills and ambition should be fairly compensated.

• Meaningful role in a company - You will be a key and early contributor to a fast-growing cybersecurity business that helps protect some of the world's largest enterprises.

• The best tools and powerful kit - we enable you with the tools to effectively fulfil your role.

• Endless opportunities – we are in a high-growth phase of our journey, and plan to promote from within as we scale.

• Work with cyber security experts – we are solving cutting-edge industry-wide cyber security challenges with some of the world’s most advanced organisations.

watchTowr is proud to be an Equal Opportunity Employer

At watchTowr, we’re dedicated to fostering an inclusive, respectful, and diverse environment where every individual is recognised for their talent and potential. Our hiring decisions are guided by your capabilities, experience, and what you bring to the role - not by unrelated personal attributes.

We have a zero-tolerance approach to any form of discrimination or harassment. This includes - but isn’t limited to - discrimination based on race, ethnicity, religion, colour, nationality, sex, sexual orientation, gender identity or expression, age, disability, pregnancy or parental status, veteran status, or any other characteristic protected by law.

We actively encourage people from all backgrounds to apply. Even if you don’t tick every box in the job description, we’d still love to hear from you.