Senior Customer Success Manager

Thales; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Thales Singapore seeks a Senior Customer Success Manager to manage a portfolio of strategic enterprise customers in ASEAN. You will drive adoption, value realization, retention, and growth as a trusted advisor, coordinating cross-functional teams.

This senior individual contributor role requires strong executive engagement, cybersecurity knowledge, and the ability to manage complex customer relationships to maximise renewal predictability and expansion opportunities.

Qualifications

• 8+ years in customer success or related roles.
• Experience handling enterprise or strategic customers.
• Proven ability to drive adoption, retention and growth.
• Experience using Salesforce and Planhat.

Responsibilities

• Own the success strategy and executive relationships for a portfolio of strategic enterprise customers.
• Develop and execute Joint Success Plans aligned to customer objectives and outcomes.
• Drive adoption, value realization, and customer health through regular engagement and reviews.
• Identify risks and lead mitigation plans to improve retention and renewal readiness.
• Partner with Sales and Renewals to protect revenue and identify expansion opportunities.
• Act as the voice of the customer to Product, Support, and leadership teams.
• Lead customer escalations and coordinate internal resources for a positive experience.
• Maintain visibility into customer health, risks, outcomes, and opportunities.
• Share best practices and mentor less experienced CSMs.

Skills

Customer Success

Strategic Account Management

Executive communication

Renewals & Expansion

Tools

Salesforce

Planhat

Job description

Location: Singapore Suntec 2 Temasek Blv, Singapore

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In Singapore, Thales has been a trusted partner since 1973, originally focused on aerospace activities in the Asia-Pacific region. With 2,000 employees across three local sites, we deliver cutting-edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we’re shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.

Position Summary

We are seeking an experienced Senior Customer Success Manager to manage a portfolio of strategic enterprise customers in ASEAN region. As a trusted advisor, you will help customers achieve measurable business and security outcomes by driving adoption, value realisation, retention, and growth.

This is a senior individual contributor role requiring strong executive engagement, commercial acumen, cybersecurity knowledge, and the ability to lead complex customer relationships across cross-functional teams. The role aligns closely with the Customer Success mission of maximising customer value, improving renewal predictability, and identifying opportunities for expansion.

Key Responsibilities

• Own the success strategy and executive relationships for a portfolio of strategic enterprise customers.
• Develop and execute Joint Success Plans aligned to customer business objectives and desired outcomes.
• Drive adoption, value realisation, and customer health through regular engagement and Executive Business Reviews.
• Proactively identify customer risks and lead mitigation plans to improve retention and renewal readiness.
• Partner with Sales and Renewals teams to protect revenue and identify expansion opportunities.
• Act as the voice of the customer, providing feedback and insights to Product, Support, and leadership teams.
• Lead customer escalations, coordinate internal resources, and ensure a positive customer experience.
• Maintain accurate visibility into customer health, risks, outcomes, and opportunities.
• Share best practices and mentor less experienced Customer Success Managers.

Qualifications

• 8+ years of experience in Customer Success, Strategic Account Management, Consulting, Professional Services, or similar customer-facing roles.
• Experience managing complex enterprise or strategic customer relationships.
• Proven track record of driving customer adoption, retention, and business outcomes.
• Strong executive communication and stakeholder management skills.
• Experience working within cybersecurity, SaaS, enterprise software, or technology organisations.
• Commercial understanding of renewals, retention, and expansion motions.
• Experience using customer success and CRM platforms such as Salesforce and Planhat.

Preferred Qualifications

• Experience working with cybersecurity solutions and security stakeholders, including CISOs and security teams.
• Experience managing ARR-based customer portfolios.

Knowledge of customer success planning, health scoring, and outcome-based success frameworks

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.