Customer Success Manager

Cellebrite; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

Cellebrite in Singapore is building and operating its customer success intelligence layer by turning product telemetry and customer signals into scalable customer journeys for CS, Sales and the broader GTM ecosystem. These journeys drive adoption, reduce churn, and maximise long-term customer value.

You think in systems, build trusted relationships, and turn insight into actions that solve real problems. You’re energized by creating scalable programs, partnering with internal teams, and

Responsibilities

• Provide consultative product expertise to support customers maximise their investment in Cellebrite technologies, supporting them to accelerate justice outcomes.
• Support Sales in renewals, feature expansion, and product maturity.
• Improve platform stickiness by mapping adoption drivers and scalable engagement triggers for customer engagements at scale.
• Deliver Adoption Health Checks based on Customer Journey Milestones, customer intelligence and risk/expansion indicators.
• Run regional User Forums and customer events to drive learning, best practices and broad adoption momentum.
• Engage with customers via video conferences or on-site visits to address needs, guide product usage and remove blockers.
• Partner with CS Operations to advise on health scoring and customer journeys.
• Serve as a subject matter expert for Gainsight and Customer Health Data for GTM collaboration.

Job description

Company Overview:

Cellebrite's (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally, Cellebrite's Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.

Position Overview:

Help build, iterate and operate Cellebrite's customer success intelligence layer by turning product telemetry and customer signals into clear and scalable Customer Journeys for CS, Sales and the broader GTM ecosystem, that drive adoption, reduce churn, and maximise long-term customer value. You think in systems whilst building strong, trusted relationships. You see patterns others miss; not just in data, but in customer needs and behaviours and you enjoy turning insight into actions that solve real problems. You're motivated by helping people succeed, whether that's guiding people through challenges or partnering with internal teams to drive outcomes. Comfortable with ambiguity, you bring curiosity, empathy and a problem-solving mindset to everything you do. You're energized by building scalable programs that enable GTM teams to consistently deliver meaningful, long-term customer success and value.

Responsibilities and Expectations

Driving Adoption and Value

• Provide consultative product expertise to support customers maximise their investment in Cellebrite technologies, supporting them to accelerate justice outcomes.
• Support Sales in motions tied to renewal stability, feature expansion, and product maturity.
• Improve platform stickiness by mapping adoption drivers and scalable engagement triggers to enable customer engagements at scale.
• Leverage product knowledge to deliver Adoption Health Checks based on the Customer Journey Milestones, customer intelligence and risk/expansion indicators.
• Run and participate in regional User Forums, or customer events to drive community learning, best-practice sharing and broad adoption momentum.
• Conduct ad-hoc customer engagements through video conferences or on-site visits to address emerging needs, guide product usage, and remove adoption blockers.
• Partner with CS Operations Team to advise on building and maintaining customer health scoring and customer journeys.
• Serve as a subject matter expert for Gainsight and Customer Health Data for GTM Collaboration.

Data Intelligence and Insights

• Analyse usage, adoption & health signals across accounts and products to identify trends, risks and opportunities.
• Continuously leverage the learnings from your customer investigations & engagements to create playbooks and workflows that translate into action at scale and which can be deployed as best practice for all CS.
• Execute automated and semi-automated engagement motions based on the customer's journey and behaviour.
• Monitor data streams and proactively flag churn risk, upside potential, and friction patterns with Sales Managers and the wider GTM Teams.
• Capture all engagements, insights and recommendations within Gainsight to help further build the intelligence layer.

Orchestration Across GTM

• Partner with Regional Sales VPs to align insights to territory priorities.
• Translate behavioural, operational and adoption insights into clear business analysis and recommendations for GTM teams.
• Deliver Data-backed insights for customers into QBRs, forecasting meetings, and strategic planning.
• Enable all GTM Teams and Product Management with actionable customer intelligence.
• Operationalise best practices so execution becomes predictable and repeatable.