Our Story
Blackpanda is a Lloyd's of London-accredited insurance coverholder and Asia's leading local cyber incident response firm, delivering end-to-end digital emergency support across the region.
We are pioneering the A2I (Assurance-to-Insurance) model in cybersecurity, uniting preparation, response, and insurance into a seamless pathway that minimises financial and operational impact from cyber attack.
Through expert consulting services, response assurance subscriptions, and innovative cyber insurance, we help organisations get ready, respond, and recover from cyber attacksall delivered by local specialists working in concert.
Our Mission: To bring complete cyber peace of mind to every organisation in Asia, from the first moment of breach through full recovery and beyond.
Our Vision: Accessing cyber incident response is as universally accessible as dialing 9-1-1.
What We Are Looking For
At Blackpanda, Customer Success is central to how we deliver outcomes and build long-term customer partnerships. We are seeking a highly motivated Customer Success Manager (CSM) to drive adoption, retention, and expansion across our portfolio of enterprise customers from our Singapore hub.
In addition to direct enterprise customers, this role will also support and manage key channel partners, ensuring strong retention, alignment, and joint customer success outcomes across partner-led accounts.
This role is ideal for someone with experience in cybersecurity SaaS or security services, who can serve as a trusted advisor to CISOs, SOC teams, and our key channel partners, ensuring customers realize measurable value from Blackpanda's flagship offering IR-1 and our incident response services.
You will own the post-sales customer journey end-to-end, working closely with Revenue, Incident Response Delivery, and Tech teams to position Blackpanda as Asia's premier DFIR partner.
Responsibilities And Duties- Customer Lifecycle Ownership & Value Realisation
- Own the full post-sales customer lifecycle, from onboarding through renewal and long-term success.
- Serve as the primary customer advocate and trusted advisor for assigned accounts.
- Develop and execute tailored Customer Success Plans with clear milestones and measurable outcomes.
- Drive adoption and engagement of Blackpanda's IR-1 subscription and incident response readiness services.
- Strategic Relationship Management
- Build strong relationships with CISOs, Heads of IT, SOC leaders, and executive sponsors and key partner stakeholders.
- Lead regular customer touchpoints, including operational check-ins and Quarterly Business Reviews (QBR).
- Translate cybersecurity and incident response capabilities into business-aligned customer outcomes.
- Channel Partner Management and Retention
- Build and maintain strong working relationships with key channel partners.
- Support partner-led accounts to ensure alignment on customer success plans and renewal strategy.
- Monitor key channel partners account health, engagement and retention metrics.
- Collaborate with Revenue and Incident Response teams to identify expansion opportunities within partner portfolios.
- Serve as the post-sales coordination point of contact between partner stakeholders and Blackpanda delivery teams.
- Retention, Renewals & Expansion
- Proactively manage renewals by monitoring customer health, satisfaction, and risk indicators.
- Identify churn risks early and coordinate internal interventions to maintain account health.
- Partner with Sales and Revenue leadership to identify upsell and expansion opportunities aligned to customer needs.
- Support forecasting accuracy across renewal and growth pipeline.
- Cross-functional Orchestration & Delivery Excellence
- Coordinate closely with Incident Response Delivery, Support, and Operations teams to ensure timely resolution of customer needs.
- Act as a point of escalation for complex service issues, ensuring rapid communication and accountability.
- Ensure customers receive a seamless experience across subscription services and emergency response engagements.
- Contribute to the continuous improvement of Customer Success infrastructure, including CRM (Hubspot) workflows, reporting dashboards and customer engagement tools.
- Support implementation of systems enhancements that improve renewal tracking, customer health scoring and lifecycle automation.
- Voice of Customer & Advocacy Loop
- Capture and communicate customer feedback to internal Product and Leadership teams to influence service improvements.
- Support customer advocacy initiatives including case studies, references, and long-term partnerships.
- Represent the customer internally, ensuring Blackpanda continues delivering world-class cyber emergency response.
Qualifications And Experience
- 2-3 years of experience in Customer Success, Account Management, or post-sales roles within cybersecurity, SaaS, or enterprise technology. This is an early-career role suited to professionals in the early stages of their Customer Success journey.
- Demonstrated ability to manage and grow strategic enterprise customer and key channel partners relationships with strong retention outcomes.
- Experience supporting complex customer environments with multiple technical and executive stakeholders.
- Strong understanding of cybersecurity workflows (SOC, IR, threat intelligence, managed security services) is highly preferred.
- Strong communication and executive presence, with ability to present confidently to senior security leaders.
- Proactive, outcomes-driven approach to customer engagement and risk management.
- Highly organized, with strong program management skills across multiple accounts.
- Familiarity with CRM and Customer Success tools such as HubSpot or equivalent platforms.
- Professional proficiency in English is required.
- Additional Asian language skills are advantageous but not mandatory.
What We Offer
- 40 days paid leave per year inclusive of public holidays, which may be taken at the discretion of the employee subject to compliance with our Leave Policy and the approval of their manager.
- Limited Work From Anywhere policy allotment, allowing for work from alternate locations contingent upon coverage provided by teammates and approved by manager for 5 days per quarter.
- Enrolment in the company's comprehensive corporate health plan that includes a large direct billing network for medical and dental coverage.
- Opportunities for inter-office travel, including a required annual week-long Tribe Onsite meet-up.
- $5000 USD/year for professional training budget contingent on approval from manager with 12-month retention requirement
Declamation
Candidates who successfully pass the Interview stage may be required to complete a Case Study, used to evaluate their technical knowledge and application of their skills in practical scenarios relevant to the role.
Blackpanda is committed to building a culturally diverse company, and we value a broad set of opinions in our team. As we grow, we are looking to build a team with a range of viewpoints at its core, and we encourage applications from minority candidates and all genders however you identify (X/F/M).
Blackpanda does not accept unsolicited resumes from recruitment agencies. We will not be responsible for any fees related to unsolicited candidates submitted by recruiters with whom we have not established explicit, written agreements for our job vacancies. By submitting any candidate information, recruiters agree to forfeit any claim to fees should their candidate be hired without an established agreement with Blackpanda.
