Customer Success Manager - Thailand

About the Role:

We are looking for a dynamic and tech-savvy Customer Success Manager (CSM) with a strong understanding of Threat Intelligence (TI) and cybersecurity domains. The ideal candidate will act as the trusted advisor to customers — ensuring value realization, solving technical challenges with a solution-engineer mindset, and driving account growth through upsell and cross-sell opportunities.

This role is a perfect blend of relationship management, technical depth, and business acumen.

What You’ll Do At Cyble:

Customer Success & Retention:

• Act as the primary point of contact for enterprise TI customers, ensuring smooth onboarding, adoption, and ongoing success.
• Translate customer goals into measurable outcomes through platform utilization and operational workflows.
• Monitor customer health scores and proactively engage at-risk accounts to prevent churn.
• Conduct weekly/monthly cadence, periodic business reviews (QBRs) highlighting ROI, performance metrics, and roadmap alignment with the managed services clients

Technical & Solution Engineering Ownership:

• Understand customers’ threat intelligence and security stack, identify integration points, and help them operationalize Cyble’s Threat intelligence (TI) capabilities.
• Serve as the technical bridge between the customer, product, and engineering teams to ensure issue resolution and feature feedback.
• Create customized use cases, workflows, and dashboards that align to customer-specific security needs (e.g., brand protection, phishing, or ransomware monitoring).
• Conduct product demos, feature enablement sessions, and train security teams to leverage full platform capability.

Upsell, Cross-sell & Growth:

• Identify opportunities to expand usage within existing accounts through additional modules, licenses, or services.
• Collaborate closely with Sales and Product Marketing to design strategic growth plans for key accounts.
• Own the renewal process end-to-end with a target of net revenue retention above 100%.
• Track and report upsell pipelines, customer satisfaction, and product adoption metrics.

Cross-functional Collaboration:

• Partner with Product Management to share customer insights, feature requests, and pain points.
• Collaborate with Threat Research, Engineering, and Support teams to ensure seamless customer experience.
• Represent the customer voice internally and contribute to product roadmap discussions.

What You’ll Need:

Must-Have:

• 5+ years of experience in Customer Success, Technical Account Management, or Solution Engineering within the Cyber Threat Intelligence / Security SaaS domain.
• Strong understanding of CTI (TTPs, IOCs, malware analysis, dark web, vulnerability intelligence, etc.) or cybersecurity concepts
• Should have experience managing at least 15 clients simultaneously, with exposure to different geographies.
• Proven record of upselling/cross-selling within enterprise accounts.
• Excellent communication and presentation skills — ability to simplify complex technical problems.
• Experience using CRM and CS tools (HubSpot, Gainsight, Salesforce, JIRA, etc.)

Good to Have:

• Certifications such as CISSP, CEH, OSINT Analyst, or CTIA.
• Prior experience with platforms like Threat intelligence tools and AI workflow, Cyble Vision, or similar.
• Strong analytical mindset with the ability to map data insights to business outcomes.

Personality & Cultural Fit:

• Problem-solver – naturally curious, customer-obsessed, and solution-oriented.
• Growth mindset – driven by measurable impact, continuous learning, and innovation.
• Collaborative communicator – thrives in a fast-paced, cross-functional setup.

If you like working in an inclusive environment, you want to advance your career quickly, and your opinion is valued, look no further than Cyble, Inc. We are young, hungry, and ready to impact the cyber security landscape!

Cyble, Inc. takes into consideration an individual’s skillset, experience and location in making final salary determination. For further details, please discuss with the HR.

Interview Process

1. CV Shortlist by the Hiring Panel
2. Cognitive Assessment via a platform called Xobin - It’s a 50-minute assessment, which is a mandatory step in our recruitment process for all roles.
3. Panel Discussions - Typically a minimum of three rounds