Customer Success Manager

Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company’s DNA, shaping its technological capabilities to defend businesses, citizens, and support law enforcement operations. Group-IB’s Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities. ABOUT THE ROLE The Customer Success Manager is responsible for planning project activities, customer support and training, and monitoring the quality of customer support with respect to the company's internal service standard throughout the project life cycle, including prioritising the product and customer requirements, defining the product concept for the customer, and working closely with analysts and product business managers to ensure customer success goals are achieved. YOUR MISSION Customer onboarding through initial briefing, systematic training, and interim meetings Developing, regular adjustments and subsequent execution of the project work plan with the customer Regular communication with the customer and the project team, following up and adjusting the organisation of the workflow in the production department Proactive identification of any problems with the customer and project activities to minimise negativity and build customer loyalty/satisfaction Timely notification and holding concise discussions with the customer about new trends, features and interesting facts related to project activities Providing regular spot support to the client in non-standard enquiries and dealing with incidents of varying levels of complexity Preparing materials and executing project safeguarding activities Carrying out local/global customer satisfaction surveys Keeping project databases up to date, including work in planning, project management, and helpdesk systems Working on developing and upgrading internal business processes WHAT WE ARE LOOKING FOR Basic understanding of networking technologies (TCP/IP, DNS) Basics of Cyber Threat Intelligence and Digital Risk Protection class information security systems Ability to maintain reports, analyse information, find patterns and identify points of impact Experienced in the position of client/account/pre-sales account manager in a B2B market Strong communication skills, with an ability to communicate clearly with customers, colleagues and partners Experienced in managing internal customer experience development projects (collecting, organising feedback, working with the Customer Journey Map) Strong presentation and public speaking skills Skilled in service-desk systems interaction WHY CHOOSE GROUP-IB Group-IB is a global leader in cybersecurity technologies that investigate, predict, prevent, and fight digital crime. We help organizations reduce risk and protect trust. Trusted by governments, major industries, and law enforcement, we deliver adversary-focused, predictive threat intelligence and cyber fraud fusion solutions that detect, analyse, and mitigate regional and country-specific digital crimes. Work with real stakes. Group-IB investigates active cybercriminal groups, responds to breaches affecting critical infrastructure, and develops technologies used by law enforcement agencies including INTERPOL, Europol, and Afripol across 60+ countries. We've conducted 1,550+ cybercrime investigations alongside 600+ enterprise customers globally. When you join Group-IB, your work directly disrupts digital crime. Grow your way. Choose your own path: deepen your craft as a technical expert, step into leadership, move across to another team, or relocate to one of our Digital Crime Resistance Centers across the Americas, Europe, the Middle East & Africa, Central Asia, and the Asia-Pacific. Your growth is our growth — Group-IB's expansion across 60+ active country operations means real career acceleration. We fund professional certifications at company expense — whether you're pursuing CEH, CISSP, OSCP, or specialized certifications in forensics and penetration testing. You don't have to choose between doing the job and advancing your credentials. Work alongside industry leaders. Our Unified Risk Platform — Threat Intelligence, Digital Risk Protection, Attack Surface Management, Managed XDR, and more — is recognized by Gartner, Forrester, KuppingerCole, and Datos Insights. Frost & Sullivan named us a 2025 Global Technology Innovation Leader. When you work here, you're building technologies that set the industry standard. Real challenges, real expertise. You'll take on complex, real-world problems alongside adversary-centric researchers and incident response experts spread across six continents. We've built 21+ years of proprietary telemetry through 1,500+ joint investigations. No two threats look alike — and neither do the skills you'll develop. A team that is genuinely international. Our people come from different countries, speak different languages, and bring different perspectives. What connects us is a shared mission: fighting cybercrime and making the world safer. We care about your wellbeing and happiness as much as your output.