Customer Onboarding Manager, APAC

Job description

## **Our mission and why it matters** We are on a mission to make humans the strongest security layer. Human risk remains one of the biggest vulnerabilities and traditional awareness training is not enough. We take a different approach by combining AI-driven personalization, real threat detection, and behavioral science to actively protect people and organizations. We don't just simulate risks. We build the tools that detect and stop them. ## **Why this role matters** At Hoxhunt, we transform human behavior into a powerful layer of cyber defense. We are looking for a Customer Onboarding Manager to join our Customer Success team as one of our first feet on the ground working locally with our APAC customers. Currently, onboarding projects are carried out from Europe, and you will play a crucial role in moving these operations closer to our customers. By guiding mid-market and SMB customers through their initial setup, launch, and handover, you will ensure they achieve maximum value from our platform — while also helping to build and shape the onboarding processes that will define how we operate across the region. ## **What you'll own and drive** - Own customer onboarding projects end-to-end, from the initial kickoff through technical setup, launch, and successful handover. - Manage multiple customer implementations simultaneously, ensuring rigorous prioritization and keeping customers accountable for actions and timelines. - Guide customers through a standardized technical implementation process, explaining technical requirements clearly to non-technical stakeholders. - Drive customer Proof of Concept (POC) projects together with the Account Executive, defining clear success criteria upfront and coordinating technical validation, stakeholder alignment, and customer engagement toward conversion. - Drive change management within customer organizations, helping them build internal communication strategies and launch plans that drive user adoption, not just technical implementation. - Troubleshoot straightforward implementation challenges and collaborate with specialists when advanced support is required. - Recommend appropriate onboarding approaches based on customer goals, setting clear expectations around timelines and responsibilities. - Collaborate closely with Sales, Customer Success, and the EMEA onboarding team — acting as a key connector between internal stakeholders and your customers. - Represent Hoxhunt in frequent face-to-face customer interactions, building strong relationships through on-site meetings and relationship-building activities typical of the APAC market. ## **What success looks like** - **In your first 3 months you'll:** Master the Hoxhunt platform and onboarding methodology, begin managing a portfolio of mid-market and SMB customer implementations, and establish strong cross-functional relationships with your local and global colleagues. - **By month 6 you'll:** Autonomously drive customer onboardings to successful launches, consistently hit project timelines, and actively contribute to making the onboarding process more scalable and efficient for the APAC region. ## **What makes you thrive here** **You have:** - 2 or more years of experience in customer onboarding, implementation, Customer Success, account management, or another customer-facing SaaS role. - Proven experience managing multiple customer projects simultaneously in a fast-paced environment, with strong organizational and prioritization skills. - The technical confidence to discuss SaaS setups, gather necessary technical prerequisites, and guide customers through implementations, without needing to be a deep technical expert. Curiosity and willingness to learn technically is what matters. - Strong customer communication skills, a proactive attitude, and the ability to maintain momentum and accountability across multiple stakeholders. - A collaborative mindset — you thrive working closely with Sales, CS, and cross-functional teams, and understand that success here is a team effort. - Comfort navigating ambiguity and building things from scratch as APAC processes are still being shaped, and you'll play an active role in defining them. - The ability to work autonomously, while staying closely connected to the wider global team. - Full professional proficiency in both English and Mandarin - This role is based in Singapore. and applicants must already have the right to work in Singapore. **Bonus points if you also:** - Bring experience onboarding SMB and/or mid-market SaaS customers across APAC or other international markets. - Have familiarity with M365, SSO, SCIM, identity management, or SaaS integrations. - Have experience with or understanding of change management, user adoption, or internal launch communications. - Have a background in cybersecurity, HR tech, employee engagement, or another SaaS product requiring organization-wide adoption. - Speak Malay, Tagalog, or other regional languages ## **Who you'll work with** You will join a dynamic Customer Success team as one of the first members working locally with our APAC customers. You will report directly to our Chief Customer Office in Singapore, with a dotted line to our Onboarding Lead and the wider EMEA onboarding team, giving you both local support and access to a global network of 60+ CS professionals and established best practices to draw from. You will collaborate closely with Sales, Support, and Sales Engineering. Your colleagues are passionate, solution-oriented, and embody a *succeed together* mindset, actively supporting each other to overcome complex challenges and celebrate shared wins. ## **What you can expect from us** - **Compensation:** Competitive base salary depending on your experience and a performance-based annual bonus. - **Working ways:** We work in a flexible, but hybrid work setting. You are expected to visit the office on a weekly basis. - **High performance meets high humanity:** We bring an incredibly driven, high-impact energy to our work, but we leave our egos at the door. You will be surrounded by wildly talented, dedicated colleagues in an environment built on extreme kindness, support, and psychological safety. - **Authentic trust & autonomy:** We hire great people and trust them to do great work. You will find a culture free of micromanagement, giving you the autonomy to take real ownership, drive impact, and shape things early on. - **A product you can be proud of:** It is incredibly rare in cybersecurity to build a multi-award-winning product that end-users genuinely love. You will join a team making a real, measurable impact against cybercrime. - **The perks that matter:** Alongside this amazing community, you will enjoy extensive healthcare with other benefits and our beautiful office in Singapore. ## **Recruitment Process** 1. Screening call with Talent Acquisition (30 min, remote) 2. Hiring Manager Interview (30–45 min, preferably face-to-face at our Singapore office) 3. Onboarding Lead Interview (30–45 min, remote) 4. Take-home case assignment and Panel Interview (60-90 min, remote) 5. Reference checks and final offer ## **About Hoxhunt** Hoxhunt was founded in 2016 by four visionaries. Today we are a global team of +300 amazing Hoxhunters advancing a truly AI-native category leader in human risk management, with key hubs in the United States, the United Kingdom, Singapore, and Finland. We are proud to be an award-winning, fast-growing software company, recognized by G2 and Gartner, named to TIME Magazine's list of the World's Top EdTech Companies, and featured for our innovation in major publications like Fast Company, TechCrunch, Forbes, and Inc. As a multi-product company, Hoxhunt goes beyond traditional security awareness. We don't just educate employees through frequent, personalized, and behavior-changing cybersecurity training - we also actively build real threat intelligence and response tools that protect organizations against malicious cyberattacks every single day. *Be among the first to know about our open positions. Drop your details in our Talent Community, and we will reach out when there is a match!*