Senior Customer Success Manager
Thales
full-time
Posted on:
Location Type: Remote
Location: Florida • Kansas • United States
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Salary
💰 $125,217 - $217,261 per year
Job Level
About the role
- 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
Benefits
- Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
- Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
- Company paid holidays and Paid Time Off
- Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success strategiescustomer satisfaction metricsdata analysisproblem-solvingaccount managementcustomer engagementcustomer retentionbusiness reviewsJoint Success Plansprocess improvement
Soft Skills
interpersonal skillscommunication skillsrelationship buildingstrategic thinkingorganizational skillsattention to detailleadership qualitiesadaptabilityproactive approachteam collaboration
Certifications
Bachelor's degreeMBA