Customer Success Manager
Thales is seeking a Customer Success Manager to drive customer adoption and retention. The ideal candidate will design and deliver programs to engage customers at scale, increasing adoption and retention.
Responsibilities
* Design and deliver programs to engage customers at scale, increasing adoption and retention.
* Utilize tools such as Gainsight, User Voice, Brightcove CMS, Higher Logic Community to automate and manage engagement.
* Leverage NPS, CSAT, User Voice to drive action based on customer voice.
* Use customer data and feedback to prioritize enablement roadmap.
* Collaborate with Digital Community Manager and CS Enablement Manager to maximize networking, engagement, and content delivery.
* Develop analytics on customer health, risk and growth opportunities, delivering insights to CS Operations.
* Advocate customer needs with Support, Engineering, Product Management and Sales to drive product usage and identify growth opportunities.
* Maintain knowledge of company technology, products, and services.
* Collect customer success stories for reference programs.
Qualifications
Relevant experience in high-volume customer engagement roles such as Digital/Tech Touch Customer Success, Marketing Operations or SMB Account Management.
Experience designing and implementing customer engagement strategies and programs.
Ability to lead cross-functional projects.
Data-driven with experience using customer data analytics to prioritize action.
Strategic thinking and innovative results delivery.
Familiarity with tools such as Marketo, Gainsight, HubSpot, Churn Zero, Qualtrics.
Experience with Salesforce; experience with IT security and SaaS companies is an advantage.
Excellent communication and presentation skills.
Benefits
Competitive remuneration structure.
Hybrid and flexible working options (Thales Flex program).
Paid parental leave and family support.
Birthday day off.
Novated lease options.
Ongoing professional development.
Sonder Wellbeing & Support Partner.
Thales is a family-friendly workplace and an endorsed WORK180 Employer for All Women.