Onboarding Customer Success Manager - APJ (Singapore based)

9 Minutes ago • 4 Years + • Customer Service

Job Summary

Job Description

As an Onboarding Customer Success Manager at CyberArk, you will own and drive the onboarding journey for a diverse portfolio of customers across the APJ region. Your primary goal is accelerating customers’ time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption, drive satisfaction, and lay a strong foundation for future growth opportunities.
Must have:
  • Lead customers through structured onboarding process.
  • Collaborate with cross-functional teams for onboarding.
  • Align customer business objectives with onboarding milestones.
  • Map roles and responsibilities for onboarding success.
  • Manage risks and escalations during onboarding.
  • Proactively identify and resolve onboarding roadblocks.
  • Conduct regular progress reviews for onboarding.
  • Support customers in leveraging enablement tools.
  • Gather feedback for continuous onboarding improvement.
Good to have:
  • Prior hands-on implementation or technical background is a plus.

Job Details

As an Onboarding Customer Success Manager at CyberArk, you will own and drive the onboarding journey for a diverse portfolio of customers across the APJ region. Your primary goal is accelerating customers’ time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption, drive satisfaction, and lay a strong foundation for future growth opportunities.

Key Responsibilities

  • Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the CyberArk solution, its value, and the path to success.
  • Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide consistent and coordinated onboarding experience.
  • Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.
  • Roles & Responsibilities Mapping: Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
  • Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
  • Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize CyberArk internal resources to drive resolution.
  • Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
  • Advocate Enablement: Recommend and support customers in leveraging CyberArk enablement tools such as training programs, community forums, and documentation for self-service learning.
  • Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.

Qualifications

  • 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
  • Demonstrated project management skills or familiarity managing complex onboarding projects.
  • Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
  • Ability to manage multiple simultaneous onboarding engagements effectively.
  • Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus.
  • Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
  • Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).
  • Willingness and availability to travel as needed.

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About The Company

CyberArk's mission is to secure the world against cyber threats so together we can move fearlessly forward. CyberArk is a global leader in identity security, helping organizations worldwide protect their most valuable assets and critical infrastructure. They offer a comprehensive platform that addresses the evolving challenges of identity-related risks, providing solutions for workforce access, privileged access, customer access, and machine identity security. CyberArk is committed to innovation and providing cutting-edge security solutions that empower their customers to be more secure and efficient.

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