Cybercrime has quietly grown into one of the world’s largest “economies,” costing trillions each year and exploiting the weakest link in any system—people. Having the best technology to prevent cybercrime isn't enough. Your people also need training in security awareness, creating a human firewall to fight bad actors.
This episode dives into Caroline’s personal journey, from her early days in chemistry and accountancy to leadership roles at Gartner, Lazada, and an AI startup. We also examine the powerful intersection of human behavior, market insights, and cybersecurity. With more than 16 years of experience across marketing, customer success, and digital leadership, Caroline brings a unique perspective on keeping your company safe in an era where cybercrime has become one of the world’s largest “economies.”
This episode is essential for business leaders, cybersecurity professionals, and entrepreneurs who want to stay ahead of digital threats while cultivating stronger teams and cultures.
Here are the reasons why you should listen to the full interview
- Discover how to navigate the volatility and nuance of a local market.
- Understand why technology alone cannot stop cybercrime, and why the human element remains critical to hindering bad actors.
- Learn why support networks and mentorship are critical to have in your career.
Resources
- KnowBe4 Official Website
- Caroline Soo: LinkedIn
- For more Informative Interviews Click Here
Interview Highlights
Caroline’s Career Journey
An early dream of becoming a policewoman sparked Caroline’s love for details and forensics.
She then studied chemistry at NUS, earned an ACCA accountancy certification, and began a career in marketing.
Caroline later transitioned into market research at GFK, then into customer success at Gartner.
One of her early achievements is building customer success functions from scratch at an AI startup. She later joined Lazada before moving to KnowBe4.
Caroline believes in finding joy at work and thriving in positive company cultures.
Challenges & Learning Curves
Caroline balanced her career with further studies, including a MicroMasters in finance.
Steep learning curve in her first marketing job—logistics, coordination, and the unglamorous side of the role.
At GFK, she built a market research function from scratch while developing people skills and storytelling ability.
Throughout her journey, Caroline learned two critical lessons: the importance of mentors and sharpening presentation skills.
Science in Market Research Fundamentals
It’s critical to have a significant sample size; 300–500 responses is a solid benchmark.
Market research informs go-to-market strategy, production planning, regulations, and consumer behavior.
Key lesson: align data collection with the problem being solved and market nuances.
Understanding geopolitics and regulations is as critical as technology trends.
Customer Journey & Breaking Down Silos
Success depends on aligning all departments (sales, product, help desk, IT) with the customer journey.
Every country has unique market nuances, especially in APAC.
Collaboration with ecosystem players (governments, banks, regulators) is vital in addressing scams and cyber threats.
For example, Singapore’s per-user scam losses highlight the importance of coordinated efforts.
Cybersecurity & Human Behavior
Cybercrime costs $1.4 trillion globally; scams are increasingly sophisticated.
Bad actors prey on psychological triggers—confusion, urgency, authority.
Top 5 cybercrime threats: phishing, personal data breaches, non-payment/non-delivery scams, extortion, and tech support scams.
Caroline stresses the concept of the “human firewall”—people as the last line of defense.
Mindfulness & Staying Safe
Mindfulness is key: “Stop, look, and think” before responding to unusual requests.
Multitasking increases vulnerability—Caroline shares her own experience failing a phishing simulation.
Organizations must train employees to validate unusual requests and not fear questioning suspicious actions.
Future of Cybersecurity
Cybercrime is already the world’s third-largest economy by GDP.
Criminals are becoming bolder, even filing official reports against companies.
Technology alone cannot win the battle—continuous education and human awareness are critical.
Investment in the human side of cybersecurity is still under 3% of IT budgets.
Personal Growth & Support Systems
Caroline attributes her bold career moves to a strong support network, including her husband (fun fact: they met on Tinder).
She encourages listeners to find a workplace culture that feels like a “work home”—radically transparent, honest, and fun.
Growth comes from continuous self-discovery, mentorship, and mindful decision-making.
Lessons to Learn from Caroline Soo
Success is a team sport—both in cybersecurity and in life.
Books, continuous learning, and taking action are essential for personal and professional growth.
Caroline leaves listeners with a reminder: stay cyber safe and invest in your human firewall.
Caroline Mikaela Soo — VP Customer Success APJ at KnowBe4
Caroline Mikaella Soo is the Vice President of Customer Success for APJ at KnowBe4, where she helps organizations strengthen their security cultures by bridging human behavior with digital solutions. She has over 16 years of leadership experience in marketing, market research, customer success, and digital strategy. She has held roles at global firms such as Gartner, Lazada, and a fast-growing AI startup, where she built customer success functions from the ground up.
Her career reflects a commitment to continuous growth and self-discovery, beginning with a degree in chemistry from the National University of Singapore, an ACCA accountancy certification, and a MicroMasters in finance. Today, she is recognized for her ability to merge data-driven insights with human psychology. Her work enables organizations to make smarter decisions, defend against cybercrime, and thrive in complex and volatile markets.
Expertise: Customer Success Leadership · Cybersecurity · Market Research · Digital Transformation · Brand Development
Connect: LinkedIn
Expertise: Business Growth, Sales, Marketing Automation, Leadership
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