Client Success Manager

The Client Success Manager (CSM) acts as the primary lead for client success, overseeing the smooth delivery of cybersecurity services, project implementation, and ongoing improvements within IBC. This role focuses on strategic client engagement and operational coordination to ensure Ensign’s cybersecurity solutions achieve the desired outcomes, align with client goals, and enhance the overall service experience Key Responsibilities

Serve as the primary point of contact for assigned clients, ensuring alignment between client objectives and Ensign’s service delivery. Build and maintain professional relationships with client information security leadership. Lead regular service and operational review meetings (SG and Indonesia), ensuring SLA and KPI compliance and timely issue resolution. Collaborate with clients to understand their needs and roadmaps that support business objectives. Identify account opportunities and design solutions that enhance customer experience and satisfaction while advocating for client interests. Coordinate Day 0 to Day 2 project transitions to ensure smooth operational handovers and readiness. Act as an escalation point for client requests and service delivery issues and work closely with internal teams (SG and Indonesia) to drive effective remediation. To understand client IT infrastructure, application architecture, and critical assets monitored by the Security Operations Centre (SOC). Assess the business impact of critical assets and provide advisory input to the SOC on data source onboarding, use case management, and incident investigation. Proactively monitor incidents, violations, and detection trends, recommending automation, process optimisation, and use case tuning. Participate in SOC cadence and ad hoc meetings to review performance, trends, and client-related updates. Collaborate with SOC teams (SG and Indonesia) to enhance visibility, detection coverage, and incident response capabilities. To assist and contribute to SOC’s continuous service improvement programme and may be require participating in Change Advisory Board meetings. Engage in post-incident reviews and client escalation processes, ensuring timely and transparent communication. Manage end to end project execution for assigned accounts, including scope, timelines, deliverables, and stakeholder coordination. Facilitate in accurate project documentation such as Baseline, Technical, UAT and Design documents. Conduct project reviews and progress updates with clients and internal stakeholders to ensure alignment and transparency. Support risk management, change control, and adherence to contractual and operational requirements. Monitor and report on service performance using dashboards, metrics, and analytical insights to identify improvement opportunities. Collaborate across functional teams (SG and Indonesia) to streamline workflows and strengthen service integration. Standardise and improve reporting processes including monthly reports, incident summaries, and SOC operational insights. Drive automation and data-driven initiatives to enhance reporting accuracy, efficiency, and client relevance. Willing to travel to Singapore for meetings when required. Partner with Sales and Pre Sales teams to identify service enhancement or expansion opportunities based on client needs. (Day 0 to Day 2) Participate in strategic account planning and technology adoption discussions with clients and internal leadership. Contribute to service maturity and operational efficiency initiatives within IBC to strengthen Ensign’s market positioning.

Qualifications and Experience

Bachelor’s Degree or equivalent experience in

Information Technology, Information Systems, Computer Science,

or related disciplines. Having

2 years of experience in SOC operations and IT security

or related disciplines is a plus. Proven experience managing relationships with internal and external stakeholders, including clients and cross-functional teams. Strong understanding of

IT Service Management ,

Security Operations , and

Incident Response

functions. To be able to work across the

Asia Pacific region , collaborating with Client, Sales, Operations, and Internal teams. Ability to manage multiple priorities, work effectively under pressure, and meet time-sensitive deadlines. Strong analytical and decision-making abilities with the capability to interpret security information and provide risk-based recommendations. Proven ability to initiate new projects through understanding of client business needs and technical environments. Excellent written and verbal communication skills with effective presentation and client engagement abilities. Certifications such as

ITIL ,

PMP ,

PRINCE2 ,

CISSP ,

CISM , or

CompTIA Security Plus

are advantageous.