Customer Success Manager

Job Overview

Group-IB is seeking a Customer Success Manager in Kuala Lumpur, Malaysia. In this role, you will be responsible for ensuring the satisfaction and retention of clients, driving product adoption, and fostering long-term relationships for a leading global cybersecurity firm dedicated to fighting digital crime.

Company Overview

Founded in 2003 and headquartered in Singapore, Group-IB is a leading global creator of cybersecurity technologies aimed at investigating, preventing, and combating digital crime. With Digital Crime Resistance Centers in the Middle East, Europe, and Asia-Pacific, Group-IB offers tailored cybersecurity solutions, incident response, and actively collaborates with international law enforcement organizations such as INTERPOL and EUROPOL to create a safer cyberspace.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Experience: 5 Year+
• Qualifications: None / Open to all applicants

Key Responsibilities

• Build and nurture strong, long-lasting relationships with key clients, understanding their needs and business objectives.
• Ensure successful onboarding, adoption, and maximum value realization from Group-IB’s cybersecurity solutions.
• Proactively identify opportunities for customer growth, upsells, and cross-sells within the client base.
• Serve as a trusted advisor, guiding clients through technical solutions, best practices, and industry trends.
• Monitor customer health, identify potential risks, and implement strategies to ensure high retention and satisfaction.
• Collaborate closely with sales, support, product development, and threat intelligence teams to enhance the overall customer experience.

Requirements

• Proven experience in Customer Success, Account Management, or a similar client-facing role, preferably within the cybersecurity industry.
• Strong understanding of cybersecurity technologies, digital crime prevention, and incident response.
• Excellent communication, presentation, and interpersonal skills with the ability to engage effectively with C-level executives and technical teams.
• Ability to analyze customer data, identify trends, and develop strategic action plans.
• A proactive, problem-solving mindset with a strong commitment to client satisfaction.
• Bachelor’s degree in Information Technology, Business, Cybersecurity, or a related field is preferred.

Benefits

• Opportunity to work with a global leader at the forefront of cybersecurity innovation.
• Competitive salary and a comprehensive benefits package.
• Significant professional development and career growth opportunities within a rapidly expanding company.
• Collaborative, dynamic, and challenging work environment.
• Direct contribution to combating global digital crime and making the internet a safer place.
• Exposure to cutting-edge cybersecurity technologies and threat intelligence.