Customer Success Manager

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Job Summary:

We are seeking an experienced and passionate Senior Customer Success Manager to join our dynamic team. In this role, you will be responsible for driving customer success, ensuring high levels of customer satisfaction, and fostering long-term relationships with our valued clients. The ideal candidate will be a proactive leader with excellent communication skills, a strategic mindset, and a proven track record in managing customer success initiatives.

Key Responsibilities:

Customer Relationship Management:

• Establish and maintain strong relationships with key customers, understanding their needs, goals, and challenges.
• Serve as the primary point of contact for customers, becoming customer’s trusted advisor and ensuring their satisfaction.
• Conduct Joint Success Plans, regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for improvement and growth.

Customer Success Strategy:

• Develop and execute comprehensive customer success strategies to drive customer engagement, retention, and growth.
• Identify and implement best practices for customer success, continuously improving processes and methodologies.
• Collaborate closely with sales, marketing, product, and support teams to align on customer success objectives and deliver a cohesive customer experience.

Metrics and Reporting:

• Monitor and analyze key customer success metrics, such as customer satisfaction, retention rates, and product usage.
• Prepare and present regular reports on customer success performance and trends to senior management.

Escalation Management:

• Handle customer escalations with a sense of urgency and professionalism, working to resolve issues promptly and effectively.
• Coordinate with internal teams to address customer concerns and ensure timely resolution of any technical or service-related issues.

Qualifications:

• Bachelor’s degree in business, Marketing, or a related field; MBA is a plus.
• Proven experience (5+ years) in a customer success, account management, or related role, preferably in the cyber industry.
• Demonstrated success in managing large, complex customer accounts and driving customer satisfaction and retention.
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders.
• Excellent problem-solving skills and a proactive approach to customer success.
• Familiarity with customer success software and CRM systems (e.g., Salesforce, Planhat, etc.).
• Ability to analyze data and use insights to drive customer success strategies.

Skills and Competencies:

• Customer-focused mindset with a passion for delivering exceptional service.
• Strategic thinker with the ability to develop and execute customer success plans.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Adaptable and capable of thriving in a fast-paced, dynamic environment.
• Strong leadership qualities and the ability to mentor and develop junior team members.

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At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!