Named Customer Success Manager - Cybersecurity

Location: Singapore Suntec 5 Temasek Blv, Singapore

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.

Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.

The Opportunity:

We are seeking a Named Customer Success Manager to act as a trusted advisor for our most critical, high-value accounts. In this role, you will be responsible for driving customer success by understanding their business objectives, aligning our solutions to their needs, and fostering long-term partnerships. You will work cross-functionally with sales, product, and support teams to ensure customer satisfaction and retention, while uncovering opportunities for growth. 

Responsibilities:

·       Build and maintain strong relationships with key stakeholders at your assigned accounts, ensuring ongoing satisfaction and engagement.

·       Serve as the primary contact for named accounts, providing strategic guidance and helping customers maximize product value.

·       Conduct regular health checks and quarterly business reviews (QBRs) to ensure customers are meeting their business objectives.

·       Collaborate with internal teams to develop and execute Success Plans, driving adoption, renewals, and expansion.

·       Understand customer goals and challenges, promoting adoption and best practices to achieve desired outcomes.

·       Proactively monitor account health metrics (e.g., usage, adoption, and engagement) and provide timely interventions to address at-risk customers.

·       Identify upsell/cross-sell opportunities and work with sales for account expansion.

·       Ensure customer success by managing risks, resolving issues, and acting as the first point of escalation.

·       Collaborate across teams (Sales, Support, Product) to meet customer needs and share feedback.

·       Provide regular reports on account performance and contribute insights for product improvement.

·       Advocate for the customer’s voice within the organization, keeping them informed on industry trends and evolving needs.

 

 

Requirements:

·       5 years’ experience in Customer Success, Account Management, Consulting, or similar customer-facing role within the web/network/information industry. Experience with Cybersecurity and SaaS companies is an advantage 

·       Understanding of web applications, database, security, and auditing environments 

·       Experience managing multiple customer accounts, with a focus on driving adoption and mitigating churn.

·       Proven ability to handle high-value accounts in a scalable, structured way.

·       Ability to build strong internal and external networks 

·       Excellent problem-solving, communication, and stakeholder management skills.

·       Capable of working within a globally dispersed, cross cultural team in fluctuating workload environment 

·       Demonstrated ability to work independently and as part of a larger team 

·       Ability to travel occasionally as needed. 

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!