Strategic SaaS Customer Success Manager (FinTech)

Thales; Makati; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Thales is a global technology leader. In the Philippines, Thales has partnered for over 20 years, supporting customers across civil aviation, defence, and digital identity.

The Customer Success Manager will maintain and grow relationships with key customers, driving a positive experience and ensuring customers obtain maximum value from our product. They will work with internal teams to drive adoption and expansion of our SaaS offerings and will travel as needed to support customers—delivering

Qualifications

• 5+ years in sales or account management within financial institutions or FinTech.
• Understanding of payment ecosystems (tokenization/digital wallet) in the Philippines.
• Strong knowledge of SaaS solutions and cloud delivery models.
• Ability to travel domestically up to 50%.
• Data-driven, strategic thinker with strong communication skills.
• Bachelor or higher in Business, Marketing, or Engineering.

Responsibilities

• Act as the main contact for new and existing SaaS customers, building and maintaining relationships.
• Support customers through adoption, expansion, and renewal cycles to maximize value.
• Collaborate with Land Sales to ensure a smooth transition to the Adopt phase of engagements.
• Oversee onboarding and ensure a fast project completion to maximize revenue.
• Lead conflict resolution and maintain excellent customer service.
• Provide the voice of the customer to internal teams for product and service improvements.
• Identify renewal risks and work with teams to mitigate them before renewal.
• Report on SaaS metrics and revenue forecasts using the CRM tool.

Skills

SaaS sales experience

Account management

Customer relationship management

Data-driven decision making

Leadership & stakeholder management

English fluency

Education

Business/Marketing/Engineering degree

Job description

Thales is a global technology leader. In the Philippines, Thales has partnered for over 20 years, supporting customers across civil aviation, defence, and digital identity.

The Customer Success Manager will maintain and grow relationships with key customers, driving a positive experience and ensuring customers obtain maximum value from our product. They will work with internal teams to drive adoption and expansion of our SaaS offerings and will travel as needed to support customers—delivering