Team Manager, Customer Success Workspace at Check Point Software Technologies

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

0.0

Posted On

16 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Customer Success Management, Endpoint Security, Cyber Security, Executive Relationship Management, Escalation Management, Strategic Advisory, Technical Account Management, Data Analysis, Cross-functional Leadership, Workforce Planning, Customer Retention

Industry

Computer and Network Security

Description

Company Description We are seeking a highly motivated and customer-focused Manager, Technical Customer Success to lead a team of Technical Customer Success Managers (TCSMs) supporting our cyber security customers. This leader will be responsible for building a high-performing, customer-obsessed organization that delivers exceptional technical guidance, drives customer outcomes, and maximizes customer retention and growth. The ideal candidate combines strong endpoint security expertise, people leadership experience, and a startup mentality. They are passionate about developing talent, establishing scalable customer success processes, and serving as an executive-level partner to customers and internal stakeholders. Job Description Job Description Leadership & Talent Development * Lead, mentor, and develop a global team of Technical Customer Success Managers. * Establish clear performance expectations, career development plans, and success metrics for the team. * Foster a culture of accountability, ownership, collaboration, and customer obsession. * Coach team members on executive presence, customer engagement strategies, technical expertise, and escalation management. * Drive hiring, onboarding, and workforce planning activities to support business growth. Customer Success & Strategic Advisory Ensure the team serves as trusted post-sales advisors for assigned customers. * Build and maintain executive relationships with strategic accounts, including CIOs, CISOs, and senior business leaders. * Partner with the team to translate technical challenges and security risks into business outcomes and recommendations. * Oversee customer adoption, engagement, and retention strategies to maximize long-term value realization. * Participate in Executive Business Reviews, customer health reviews, and strategic account discussions as needed. Technical Leadership * Provide leadership and guidance on endpoint security technologies, cyber security best practices, and security operations. * Ensure consistent onboarding methodologies, deployment planning, and adoption frameworks across the customer base. * Promote data-driven customer engagement through the use of health scores, adoption metrics, and utilization trends. * Partner with Product Management, Engineering, Support, and Professional Services to address customer needs and influence product improvements. * Maintain awareness of product roadmap developments and ensure customers understand how new capabilities align with their security strategies. Escalation Management & Customer Advocacy * Serve as the executive escalation point for critical customer issues. * Ensure timely communication, accountability, and resolution across internal teams. * Identify risks to customer satisfaction and retention and implement proactive mitigation plans. * Advocate for customers internally while balancing business priorities and resource allocation. Business Partnership * Partner closely with Sales leadership to support renewals, expansion opportunities, and customer advocacy initiatives. * Own and report on team performance metrics including Net Revenue Retention (NRR), product adoption, customer health, CSAT/NPS, renewal forecasts, and escalation trends. * Use customer insights and business data to identify opportunities for process improvements and increased operational efficiency. * Contribute to broader Workspace Security growth initiatives and cross-platform opportunities spanning endpoint, email, identity, cloud, and SASE security. Qualifications Required Qualifications * 7+ years of experience in Customer Success, Technical Account Management, Security Engineering, Professional Services, or related customer-facing cyber security roles. * 3+ years of people leadership experience managing technical customer-facing teams. * Strong hands-on knowledge of endpoint security technologies, including EDR/EPP platforms, endpoint detection and response, and modern endpoint attack vectors. * Proven experience managing enterprise customer relationships and executive stakeholders. * Demonstrated ability to lead cross-functional initiatives and drive outcomes through influence. * Experience managing critical customer escalations and coordinating resolution efforts across multiple organizations. * Excellent written, verbal, and presentation skills. * Strong analytical capabilities with the ability to leverage customer data to drive decisions. * Familiarity with security frameworks such as NIST, CIS Controls, and Zero Trust. * Ability to thrive in a fast-paced, high-growth environment. Preferred Qualifications * Experience leading Customer Success teams within a SaaS cyber security company. * Knowledge of Workspace Security, endpoint protection, email security, identity security, cloud security, and SASE technologies. * Experience supporting customers during active security incidents or coordinating with incident response teams. The successful Manager, Technical Customer Success is: * A leader who develops and inspires high-performing teams. * A trusted advisor to customers and internal stakeholders. * Technically credible and business-minded. * Data-driven in decision making and customer strategy. * Proactive, accountable, and customer-obsessed. * An exceptional communicator capable of engaging audiences from practitioners to the C-suite. * Comfortable owning team outcomes and leading through influence. Referral Category: Standard Position CP Department: Harmony Email Security Office Location: Singapore Career site Category: Customer Success

Responsibilities

Lead and develop a global team of Technical Customer Success Managers to drive customer outcomes and maximize retention for cyber security clients. Serve as an executive-level partner to strategic accounts while overseeing technical adoption and managing critical escalations.