Senior Customer Experience Manager – Singapore – Driving End‑to‑End Customer Success & Technical Leadership at brighthush

About brighthush

brighthush is a global pioneer in cybersecurity for IT, OT, and critical infrastructure systems. With more than two decades of experience, we empower public and private sector organizations to protect complex networks, secure devices, and maintain regulatory compliance. Our end‑to‑end platform delivers advanced malware protection, file security, email security, data protection, network security, and cloud security, all integrated into a single, intuitive solution. Over 1,700 organizations, governments, and institutions worldwide trust brighthush to safeguard their most valuable assets.

In Singapore, brighthush is rapidly expanding its presence, partnering with leading enterprises to secure their digital transformation journeys. We are looking for a visionary Customer Experience Manager who will own the entire customer lifecycle, from onboarding to expansion, and who will lead a high‑performing local support team in a matrix organization.

Role Overview

As the Customer Experience Manager for Singapore, you will be the trusted advisor and technical champion for all brighthush customers in the region. You will own the end‑to‑end experience, ensuring that every customer receives world‑class support, rapid issue resolution, and continuous value realization from the brighthush platform.

This is a hands‑on, player‑coach role that blends deep technical expertise with customer‑centric leadership. You will manage a local support team, coordinate professional services, and collaborate with global Product, Engineering, Sales, and Customer Experience teams to deliver a seamless, consistent experience across all touchpoints.

Key Responsibilities

Customer Experience & Success

• Own the overall customer experience and satisfaction for brighthush customers in Singapore.
• Build and nurture strong relationships with key stakeholders, becoming the go‑to technical advisor.
• Ensure successful onboarding, deployment, configuration, and adoption of the brighthush platform.
• Proactively monitor adoption metrics, identify gaps, and launch initiatives to boost utilization.
• Understand customers’ security challenges and uncover opportunities to leverage additional brighthush capabilities.
• Conduct regular customer reviews, technical and business discussions, and executive briefings.

Local Support Team Management

• Lead, coach, and develop the local support team, fostering a culture of continuous improvement.
• Ensure effective case management, prioritization, SLA adherence, and transparent communication.
• Mentor support engineers to enhance technical skills and customer engagement.
• Track team performance, customer satisfaction, escalations, and operational KPIs.
• Collaborate with global support to maintain consistent processes and 24/7 coverage where needed.

Escalation Management

• Own critical and high‑priority escalations, acting as the primary liaison between customers and internal teams.
• Drive escalations to timely resolution while maintaining clear, proactive communication.
• Identify recurring issues and partner with Product and Engineering to eliminate root causes.

Product Adoption & Customer Advocacy

• Identify new use cases and help customers maximize the value of the brighthush platform.
• Capture feedback, feature requests, and product gaps, communicating them to Product Management and Engineering.
• Represent the voice of the customer within brighthush.
• Spot opportunities for expansion and upsell across the customer base.
• Develop customer references, success stories, and advocacy programs.

Hands‑On Technical Leadership

• Remain actively involved in troubleshooting complex issues and critical incidents.
• Lead technical triage, root‑cause analysis, and resolution planning for high‑impact cases.
• Review case trends to identify product gaps and support improvement opportunities.
• Provide technical coaching and knowledge sharing to strengthen local team independence.

Matrix Leadership Across Support & Professional Services

• Coordinate technical support and professional services activities, ensuring a seamless journey from issue resolution to deployment and optimization.
• Operate effectively in a matrix organization, aligning priorities with global Support and Professional Services leaders.
• Act as the local owner for communication, expectations, and outcomes while engaging global specialists.
• Partner with Sales and Account Management to align customer needs, service plans, and strategic priorities.
• Maintain clear ownership, action tracking, and cross‑functional communication to avoid handoff gaps.

Cross‑Functional Collaboration

• Partner closely with Sales and Account Management on strategy, renewals, expansion, and strategic opportunities.
• Work with Professional Services to ensure successful deployments and project handoffs.
• Collaborate with Product Management and Engineering on customer requirements and product improvements.
• Engage with brighthush’s global Customer Experience organization to share best practices and continuously improve the experience.

Key Success Metrics

• Customer satisfaction (CSAT) and NPS scores.
• Retention and renewal success rates.
• Successful onboarding and deployment metrics.
• Platform adoption and utilization rates.
• Support SLA compliance and escalation resolution times.
• Reduction in recurring customer issues.
• Executive engagement and relationship depth.
• Number and quality of identified customer use cases.
• Contribution to product improvement through customer feedback.
• Team performance, capability, and employee engagement.

Essential Qualifications

• 8+ years of experience in Customer Success, Customer Experience, Technical Account Management, Support, or Professional Services.
• Proven track record of managing or leading a technical support/customer‑facing team.
• Deep understanding of enterprise IT and cybersecurity environments.
• Experience working with enterprise customers and managing complex technical escalations.
• Exceptional communication, presentation, and stakeholder management skills.
• Ability to collaborate effectively across Sales, Support, Product, Engineering, and Professional Services.
• Strong analytical and problem‑solving capabilities.
• Customer‑first mindset with ownership and accountability.
• Fluent in business‑level English, both written and spoken.
• Hands‑on technical troubleshooting skills, capable of investigating complex enterprise and cybersecurity issues.
• Demonstrated ability to lead from the front during critical incidents, including technical triage and root‑cause analysis.
• Experience coaching engineers through practical problem‑solving while maintaining accountability for customer outcomes.

Preferred Qualifications

• Experience with cybersecurity products, enterprise security platforms, or critical infrastructure protection.
• Experience with SaaS/platform deployments and enterprise adoption programs.
• Experience working with large enterprise customers in Singapore.
• Familiarity with malware protection, file security, email security, data security, network security, cloud security, or endpoint security technologies.
• Experience managing strategic accounts and executive‑level customer relationships.

Skills & Competencies

• Strategic thinking and execution.
• Influence and negotiation across cross‑functional teams.
• Strong leadership and coaching abilities.
• Customer‑centric mindset and empathy.
• Technical acumen in cybersecurity and enterprise IT.
• Data‑driven decision making.
• Adaptability and resilience in a fast‑paced environment.
• Project management and prioritization skills.
• Excellent written and verbal communication.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career advancement. As Customer Experience Manager, you will:

• Lead a high‑impact team that directly influences customer satisfaction and revenue growth.
• Collaborate with global leaders in Product, Engineering, and Sales, gaining exposure to cutting‑edge cybersecurity innovations.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Earn certifications in cybersecurity, project management, or customer success to enhance your professional profile.
• Advance to senior leadership roles such as Director of Customer Experience or VP of Customer Success within brighthush.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative culture. We value diversity, encourage open dialogue, and celebrate achievements. Our Singapore office offers a flexible hybrid model, state‑of‑the‑art workspace, and a supportive environment where ideas thrive.

Compensation & Benefits

We offer a competitive salary package aligned with market standards, complemented by:

• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Flexible work arrangements and generous paid time off.
• Professional development budget and training resources.
• Wellness programs, team events, and community outreach initiatives.
• Employee recognition and reward programs.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, matrixed environment, and possess the technical depth to lead from the front, we want to hear from you. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role at brighthush.

Closing

Join brighthush and become a pivotal part of a global cybersecurity leader that protects critical infrastructure and empowers organizations worldwide. As Customer Experience Manager for Singapore, you will shape the future of customer success, drive technical excellence, and build lasting relationships that make a real difference. Apply today and help us secure the world’s most valuable assets.

brighthush is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.