Senior Customer Success Manager

Thales Cybersecurity Products is a leading provider of identity management and data protection solutions. They are seeking a Senior Customer Success Manager to drive customer success, ensuring high levels of satisfaction and fostering long-term relationships with clients.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• Bachelor's degree in business, Marketing, or a related field; MBA is a plus: or equivalent work experience
• Proven experience (8+ years) in a customer success, account management, or related role, preferably in the cyber industry
• Experience engaging and building trust with security-focused personas (e.g., CISOs, Security Architects, SecOps teams)
• 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
• 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