Onboarding Customer Success Manager - APJ (Singapore based)
Onboarding Customer Success Manager - APJ (Singapore based)
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Job Description
As an Onboarding Customer Success Manager at CyberArk you will own and drive the onboarding journey for a diverse portfolio of customers across the APJ region. Your primary goal is accelerating customers time-to-value by establishing measurable success criteria proactively managing their onboarding milestones and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption drive satisfaction and lay a strong foundation for future growth opportunities.
Key Responsibilities
- Own the Onboarding Journey: Lead customers through a structured milestone-driven onboarding process ensuring they understand the CyberArk solution its value and the path to success.
- Cross-Functional Collaboration: Partner closely with Sales Professional Services Support Sales Engineering Customer Success Executives and Renewals to provide consistent and coordinated onboarding experience.
- Customer Goal Alignment: Work collaboratively with customers to define document and translate their business objectives into clear actionable onboarding milestones.
- Roles & Responsibilities Mapping: Identify and assign key customer champions admins and end-users critical to onboarding success and product adoption.
- Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
- Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize CyberArk internal resources to drive resolution.
- Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress address concerns and ensure timely value realization.
- Advocate Enablement: Recommend and support customers in leveraging CyberArk enablement tools such as training programs community forums and documentation for self-service learning.
- Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.
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Qualifications :
- 4 years of relevant experience in Customer Success Onboarding Implementation or a related role within SaaS or technology companies.
- Demonstrated project management skills or familiarity managing complex onboarding projects.
- Passionate about customer satisfaction with a strong proactive problem-solving mindset.
- Ability to manage multiple simultaneous onboarding engagements effectively.
- Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus.
- Familiarity with cybersecurity domain concepts such as Identity & Access Management Windows/Active Directory and cloud platforms (AWS Azure or GCP).
- Experience using customer success platforms (e.g. Salesforce Gainsight ChurnZero HubSpot).
- Willingness and availability to travel as needed.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
