Customer Success Manager (hybrid)

Customer Success Manager

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.

Location: Singapore, Suntec Tower 2 Department: Customer Success Reports to: Manager, Customer Success

About the Role

We are seeking a proactive, strategic, and customer-obsessed Customer Success Manager (CSM) to own and grow relationships across our mid-market customer segment. This role follows a dynamic motion model, blending high-touch, time-based milestones (e.g., onboarding, mid-term health checks, pre-renewal planning) with trigger-based engagement (e.g., sudden increases or decreases in usage, new stakeholder activity, product adoption patterns).

Your mission: drive rapid time-to-value, maximize adoption, ensure long-term retention, and identify, quantify, and mitigate risk early in the customer lifecycle.

Responsibilities

Customer Lifecycle Management

• Lead customers through structured, time-based success milestones:
  • Onboarding & Implementation – ensure fast, efficient product adoption and alignment with customer goals.
  • Mid-Contract Health Checks – evaluate ROI, surface opportunities, and ensure ongoing alignment.
  • Renewal Preparation (6+ months out) – forecast risks/opportunities early and drive value realization to support renewal.
• Manage trigger-based engagements, responding to:
  • Significant changes in product usage (spikes, drop-offs, plateaus)
  • Product expansion indicators (new teams, new use cases)
  • Signals of disengagement or risk

Value Delivery & Adoption

• Build strong customer relationships with key decision-makers, influencers, and power users.
• Conduct strategic business reviews to highlight value, impact, and customer outcomes.
• Create tailored success plans outlining goals, adoption strategies, KPIs, and measurable results.
• Guide customers toward best practices and workflows that drive faster time-to-value.

Risk Identification & Mitigation

• Continuously monitor customer health using data insights, usage analytics, and customer behavior.
• Quantify risk drivers and escalate internally with clear context and recommended solutions.
• Partner with Support, Product, and Sales to resolve blockers and maintain positive momentum.

Growth & Advocacy

• Identify expansion opportunities based on customer adoption, maturity, and needs.
• Partner with Account Executives on upsell/cross-sell strategies and renewal plays.
• Develop customer advocates, secure testimonials, and drive participation in case studies or reference programs.

What You'll Bring

• 3+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment.
• Demonstrated success working with mid-market customers
• Strong ability to interpret customer data and translate insights into actionable recommendations.
• Proven experience managing complex customer lifecycles, including onboarding, adoption, and renewal.
• Excellent communication, presentation, and stakeholder-management skills.
• A proactive, analytical mindset with a passion for customer value and continuous improvement.
• Ability to stay organized and prioritize in a fast-moving, dynamic environment.
• Familiarity working in matrix organization

Nice to Have

• Experience with customer success platforms (e.g., Gainsight, Catalyst, Totango).
• Background working with data-driven products or platforms.
• Familiarity with creating customer-focused playbooks, success plans, or lifecycle 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.