Customer Experience Manager – Singapore

Role Overview

The Customer Experience Manager will own the end-to-end customer experience for OPSWAT customers in the Singapore market, managing the local customer support team and acting as a trusted customer-facing leader throughout the customer lifecycle.

What You Will Do

The ideal candidate will be responsible for managing technical support and Professional Services in a matrix organization, engaging directly with customers on complex technical issues, guiding and coaching support engineers, and coordinating Professional Services delivery.

Why It Might Be a Fit

The successful candidate will engage directly with customers on complex technical issues, guide and coach support engineers, coordinate Professional Services delivery, and work closely with Product and Engineering to resolve root causes.

Requirements

• 8+ years of experience in Customer Success, Customer Experience, Technical Account Management, Support, Professional Services, or a similar customer-facing technical role.
• Experience managing or leading a technical support/customer-facing team.
• Strong understanding of enterprise IT and cybersecurity environments.
• Experience working with enterprise customers and managing complex technical escalations.
• Strong communication, presentation, and stakeholder management skills.
• Ability to work effectively across Sales, Support, Product, Engineering, and Professional Services.
• Strong problem-solving and analytical skills.
• Customer-first mindset with strong ownership and accountability.
• Strong business-level English communication skills, with the ability to engage effectively with customers and internal stakeholders.
• Strong hands-on technical troubleshooting skills, with the ability to investigate complex enterprise and cybersecurity issues rather than relying solely on team escalation.