Customer Success Manager

Job description

Ensign is hiring ! Job Summary The Customer Success Manager (CSM) serve as both a customer success lead and a technical advisor, ensuring seamless delivery of cybersecurity services, project execution, and continuous improvement within IBC. This dual role combines strategic client engagement, operational governance, and technical oversight to ensure Ensign’s cybersecurity solutions deliver measurable value, align with client objectives, and enhance overall service experience. Key Responsibilities Customer Success and Relationship Management Serve as the primary point of contact for assigned clients, ensuring alignment between client objectives and Ensign’s service delivery. Build and maintain professional relationships with client information security leadership and technical stakeholders. Lead regular service and operational review meetings, ensuring SLA and KPI compliance and timely issue resolution. Collaborate with clients to develop information security strategies, frameworks, and roadmaps that support business objectives. Identify account opportunities and design solutions that enhance customer experience and satisfaction while advocating for client interests. Coordinate Day 0 to Day 2 project transitions to ensure smooth operational handovers and readiness. Act as an escalation point for client requests and service delivery issues and work with internal teams to drive effective remediation. Technical and Operational Advisory Thoroughly understand client IT infrastructure, application architecture, and critical assets monitored by the Security Operations Centre (SOC). Assess the business impact of critical assets and provide advisory input to the SOC on data source onboarding, use case management, and incident investigation. Proactively monitor incidents, violations, and detection trends, recommending automation, process optimisation, and use case tuning. Participate in SOC cadence and ad hoc meetings to review performance, trends, and client-related updates. Collaborate with SOC teams to enhance visibility, detection coverage, and incident response capabilities. Serve as a subject matter expert for the SOC’s continuous service improvement programme and participate in Change Advisory Board meetings. Engage in post-incident reviews and client escalation processes, ensuring timely and transparent communication. Project Management Manage end to end project execution for assigned accounts, including scope, timelines, deliverables, and stakeholder coordination. Maintain accurate project documentation such as Baseline, Technical, UAT and Design documents. Conduct project reviews and progress updates with clients and internal stakeholders to ensure alignment and transparency. Support risk management, change control, and adherence to contractual and operational requirements. Service Delivery Excellence Monitor and report on service performance using dashboards, metrics, and analytical insights to identify improvement opportunities. Collaborate across functional teams to streamline workflows and strengthen service integration. Standardise and improve reporting processes including monthly reports, incident summaries, and SOC operational insights. Drive automation and data-driven initiatives to enhance reporting accuracy, efficiency, and client relevance. Business Growth and Strategic Alignment Partner with Sales and Pre Sales teams to identify service enhancement or expansion opportunities based on client needs. Participate in strategic account planning and technology adoption discussions with clients and internal leadership. Contribute to service maturity and operational efficiency initiatives within IBC to strengthen Ensign’s market positioning. Qualifications and Experience Bachelor’s Degree or equivalent experience in Information Technology, Information Systems, Computer Science, Engineering, or related disciplines. Minimum four years of experience in SOC operations, IT security, Engineering, or a related field. Proven experience managing relationships with internal and external stakeholders, including clients and cross-functional teams. Strong understanding of IT Service Management, Security Operations, and Incident Response functions. Experience working across the Asia Pacific region, collaborating with Sales, Operations, and Engineering teams. Ability to manage multiple priorities, work effectively under pressure, and meet time-sensitive deadlines. Strong analytical and decision-making abilities with the capability to interpret security information and provide risk-based recommendations. Proven ability to initiate new projects through understanding of client business needs and technical environments. Excellent written and verbal communication skills with effective presentation and client engagement abilities. Certifications such as ITIL, PMP, PRINCE2, CISSP, CISM, or CompTIA Security Plus are advantageous.