Senior Customer Success Manager

Thales; Washington (District of Columbia); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in digital security is seeking a Senior Customer Success Manager in Washington. This role focuses on aligning innovations with customer objectives, driving value, and ensuring successful product adoption. The ideal candidate will have extensive experience in account management and a strong understanding of data protection concepts. Join us to enhance customer success and make a significant impact in a dynamic environment.

Benefits

Comprehensive health benefits

Retirement savings plan with company contributions

Paid holidays and time off

Life insurance and disability

Employee assistance and well-being programs

Qualifications

• 5+ years in account management or customer success management.
• Proven ability to present technical information to executive levels.
• Understanding of data protection concepts.

Responsibilities

• Serve as primary contact post-implementation and oversee customer onboarding.
• Develop trusted advisor relationships with customers and executives.
• Monitor adoption trends and provide recommendations.

Skills

Account Management

Customer Success Management

Consulting

Process Improvement

Decision-Making

Education

Bachelor's Degree in Business

Bachelor's Degree in Marketing

Bachelor's Degree in Engineering

Job description

Location : Washington, United States of America

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 billions 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 identities, grant access to digital services, analyze vast information, and encrypt data to make the connected world more secure.

Location : Washington (Remote)

Thales is hiring an experienced Senior Customer Success Manager responsible for aligning Thales's innovations with our customers' business objectives, thereby driving higher value and executive alignment.

The main responsibilities include conducting routine checks, assisting with business value assessments, and ensuring customers maximize ROI from Thales solutions. The role involves driving customer adoption and success through oversight, recommendations, and risk management.

Key Areas of Responsibility

1. Serve as the primary contact post-implementation, oversee customer onboarding and adoption, and promote up-selling and cross-selling opportunities.
2. Develop trusted advisor relationships with customers and executives to enhance product adoption and achieve full business value.
3. Collaborate with internal teams to align account activities with customer strategies.
4. Monitor adoption and utilization trends, providing recommendations based on risks and customer needs.
5. Conduct periodic health checks, educate customers on new features, and manage renewal risks to ensure successful renewals.
6. Act as the voice of the customer to collect feedback and drive continuous improvement.

Minimum Qualifications

• Bachelor's Degree in Business, Marketing, Engineering, or relevant field, or equivalent work experience.
• 5+ years in account management or customer success management.
• Proven ability to present technical information to executive and architect levels.
• Understanding of data protection concepts such as key management and encryption.
• Extensive experience in consulting, pre-sales engineering, or IT system implementation, preferably in cloud services or data protection.
• Experience in process improvement and decision-making.

If you're interested but do not meet all requirements, join our Talent Community by uploading your CV for future opportunities.

What We Offer :

• Comprehensive benefits including health, dental, vision, FSA/HSA, life insurance, and more.
• Retirement savings plan with company contributions, available after 30 days.
• Paid holidays and time off, life insurance, disability, employee assistance, and well-being programs.

Why Join Us? Learn more about working at Thales

This role requires a successful background check and compliance with federal vaccine mandates. Thales is an equal opportunity employer committed to diversity and inclusion. Accommodations are available upon request.