Customer Success Manager

Location: Maynila, Philippines

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 the Philippines, Thales has been a trusted partner for over 20 years, supporting key customers across civil aviation, defence, and digital identity and security sectors. From banking and telecommunications to government services, Thales continues to provide solutions in technological advancements that bolster national security and enhance local defence capabilities.

Overview: The Customer Success Manager will be responsible for maintaining and growing relationships with our key customers, driving a positive experience for them. The Customer Success Manager will work closely with the customer to ensure that they are getting the most value out of our product, and will work with internal teams to drive adoption and expansion of our product within the customer's organization.

Key Responsibilities:

CUSTOMER MANAGEMENT

• Act as the main point of contact for newly won or existing SaaS customers, building and maintaining strong relationships
• Support customers from implementation through the Adopt, Expand and Renew sales cycles of contracted services to drive long-term account success and value
• Collaborate with Land Sales team to ensure optimal responsibility transition from the Land towards the Adopt phase of our customer engagements
• Be accountable for successful customer onboarding journey by working closely with Thales delivery teams and the customer, to drive a smooth integration and adoption of our services, and ensure a fast project completion in order to maximize revenue generation
• Lead and manage critical conflict resolution,  to ensure excellent customer service and experience with Thales
• Become the voice of customer, and provide feedback to internal teams in regards to the needs and recommendations on new products and services definition

ENGAGE (THROUGH DATA)

• Leverage on customer and platform data to track services usage, and work with the customer to identify areas for improvement, training needs, product enhancements that drive customer satisfaction, retention and trigger opportunities for sales expansion
• Collaborate with internal teams to meet customer expectations, and proactively propose to the customer better ways to optimize the use of our products, maximizing the value for both our customer and ourselves

DRIVE SUCCESS

• Become an expert on each client’s business and market segment, develop a trusted advisor relationship with customers and executive sponsors, build a plan to support  customer and Thales to achieve the success for the partnership
• Prepare and educate customers on new features and releases by collaborating with various internal teams within Thales
• Identify and nurture sales expansion opportunities within the current contract scope with our customers, until effective closing
• Collaborate with Land Sales team in identifying and building a plan for up-sell opportunities for new products and services within the scope of your customer portfolio
• Report on key SaaS metrics, such as services adoption, expansion, and retention to the Sales Management team for regular business reviews
• Responsible for providing revenues forecasts through our CRM tool for the platform services subscribed by our customers, and as well contribute to the project resources forecasts exercise

RENEW

• Conduct periodic customer health-checks, and when necessary, conduct surveys, to proactively identify and address any potential risks to the relationship
• Identify renewal risks and collaborate with internal teams(SRE, CRE) to remediate them ahead of renewal negotiations
• Lead and close the contract and price renewals with customers, through a strong collaboration with Thales teams (Finance, Legal, Product Line, and others) to maximize value and minimize risks for Thales

Qualifications:

• He/She should have 5 years and more experience minimum in a sales or Account Executive position within the Financial Institutions and/or FinTech industry with the ability to coordinate multiple internal and external stakeholders in a complex sale process.
• He/She should have an understanding and experience with payment ecosystem (tokenization/ digital wallet) in Philippines
• Strong business understanding of SaaS solutions, preferably cloud technology and agile delivery models and how they apply to the financial services industry in Philippines market.
• Awareness on Payment Cards and Personalization industry
• Degree in Business, Marketing or Engineering or another relevant field of study; or equivalent work experience.
• Data-driven, strategic thinker with experience analyzing and synthesizing information and then leveraging that insight to drive customer engagement, actions, and improvements
• Exceptionally strong customer service skills, , including issue tracking, triaging and crisis management, managing large customers portfolios
• Strong leadership skills with a focus on influencing decision making by using data points.
• Strong analytical/problem-solving skills; demonstrated success in driving complex strategies and projects.
• Outstanding organizational skills and agility.
• Ability to travel domestically up to 50% of the time.
• Proficiency in English.
• Ability to Create and maintain trusted and lasting relationships and influence key decision makers, particularly at C-suite level in Financial Institutions.
• Proven ability to identify expansion and upsell opportunities.

Ability to work well in a team-oriented envi

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.