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Thales

Customer Success Manager (Hybrid)

Thales
Aerospace & DefenseSingapore Suntec 2 Temasek BlvOnsitePosted 2 weeks ago
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About the role

AI summarised

The Customer Success Manager will own and grow relationships with mid‑market customers, guiding them through onboarding, health checks, and renewal planning while driving adoption and value. The role focuses on risk mitigation, expansion opportunities, and building customer advocacy.

Aerospace & DefenseOnsite

Key Responsibilities

  • Lead customers through structured, time-based success milestones including onboarding, implementation, health checks, and renewal preparation
  • Manage trigger‑based engagements responding to changes in product usage, expansion indicators, and disengagement signals
  • Conduct strategic business reviews to highlight value, impact, and customer outcomes
  • Create tailored success plans outlining goals, adoption strategies, KPIs, and measurable results
  • Guide customers toward best practices and workflows that drive faster time‑to‑value
  • Continuously monitor customer health using data insights, usage analytics, and customer behavior
  • Quantify risk drivers and escalate internally with clear context and recommended solutions
  • Partner with Support, Product, and Sales to resolve blockers and maintain positive momentum
  • Identify expansion opportunities based on customer adoption, maturity, and needs
  • Partner with Account Executives on upsell/cross‑sell strategies and renewal plays
  • Develop customer advocates, secure testimonials, and drive participation in case studies or reference programs

Requirements

  • 3+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment
  • Demonstrated success working with mid‑market customers
  • Strong ability to interpret customer data and translate insights into actionable recommendations
  • Proven experience managing complex customer lifecycles including onboarding, adoption, and renewal
  • Excellent communication, presentation, and stakeholder‑management skills
  • Proactive, analytical mindset with a passion for customer value and continuous improvement
  • Ability to stay organized and prioritize in a fast‑moving, dynamic environment
  • Familiarity working in a matrix organization
  • Experience with customer success platforms such as Gainsight, Catalyst, or Totango (nice to have)
  • Background working with data‑driven products or platforms (nice to have)
  • Familiarity with creating customer‑focused playbooks, success plans, or lifecycle frameworks (nice to have)