Customer Success Manager

About the role

The Customer Success Manager will own the relationship with Thales' SaaS customers in the Philippines, ensuring they receive maximum value from our solutions. You will guide customers through implementation, adoption, expansion and renewal phases while acting as their trusted advisor.

Key responsibilities

• Serve as the primary point of contact for newly won and existing SaaS customers, building strong, long‑term relationships.
• Support customers throughout the Adopt, Expand and Renew sales cycles to drive account success and revenue growth.
• Collaborate with the Land Sales team to ensure smooth transition from sales to adoption phases.
• Lead onboarding activities with Thales delivery teams to guarantee fast, seamless integration and project completion.
• Manage critical conflict resolution to maintain high levels of customer satisfaction.
• Act as the voice of the customer, providing feedback to internal product and service teams.
• Leverage customer and platform data to monitor usage, identify improvement areas, and propose training or product enhancements.
• Develop a deep understanding of each client’s business and market, establishing a trusted advisor relationship with executive sponsors.
• Educate customers on new features and best practices to encourage continuous adoption.

Required profile

• Proven experience managing SaaS customer relationships and driving adoption.
• Strong communication and relationship‑building skills.
• Ability to coordinate cross‑functional teams, including sales, delivery and product.
• Data‑driven mindset with experience using usage metrics to guide actions.
• Excellent problem‑solving and conflict‑resolution capabilities.

Required skills