Customer Success Manager

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what’s possible.

We’re driving progress in some of the world’s most important industries - from the bottom of the oceans to the depths of space and cyberspace - and from manufacturing to engineering, we work together to build a future we can all trust.

Imperva, a Thales company, is a globally recognized cybersecurity leader, dedicated to securing data and applications across diverse environments. Our cutting-edge solutions empower organizations to safeguard their most critical assets, ensuring robust protection against emerging threats.

We’re proud to be recognized as one of Israel’s Top 50 High-Tech Companies to Work For in 2024

(Dun & Bradstreet) and offer a flexible hybrid work model

from our Rehovot/Tel Aviv office.

We are looking for a Customer Success Manager that will be responsible for ensuring high customer satisfaction and account success. You will develop a “trusted advisor” relationship with key account stakeholders, ensuring they see value from the product and resolving any post-implementation issues they may face. You will have a broad group of internal business relationships and work with sales, services and engineering teams to support successful adoption and time to value. Moreover, you will have an important seat at the table in meetings to bring the voice of the customer to the organization as we make key business decisions.

Key Responsibilities

:

• Establish and maintain strong relationships with key customers, understanding their needs, goals, and challenges.
• Serve as the primary point of contact for customers, becoming customer’s trusted advisor and ensuring their satisfaction.
• Conduct Joint Success Plans, regular check-ins and business reviews (QBR’s) with customers to assess satisfaction and identify opportunities for improvement and growth.
• Monitor and analyze key customer success metrics, such as customer satisfaction, retention rates, and product usage.
• Prepare and present regular reports on customer success performance and trends to senior management.
• Handle customer escalations with a sense of urgency and professionalism, working to resolve issues promptly and effectively.
• Coordinate with internal teams to address customer concerns and ensure timely resolution of any technical or service-related issues.
• Develop and execute comprehensive customer success strategies to drive customer engagement, retention, and growth.
• Identify and implement best practices for customer success, continuously improving processes and methodologies.

Requirements:

• Bachelor’s degree in business, Marketing, or a related field; MBA is a plus.
• Proven experience (4+ years) in a customer success, account management, or related role, preferably in the Cyber industry.
• Ability to effectively coordinate multiple clients and internal stakeholders.
• Ability to travel occasionally as needed.
• English (fluent) - Must have.
• Spanish (fluent) - Very good to have.
• Ability to analyze data and use insights to drive customer success strategies.
• Understanding of web applications, database, security, and auditing environments.
• Knowledge of technologies such as TCP/IP, HTTP, Load balancers, proxies and Firewalls.
• THALES security products (CypherTrust/HSM, PayShield) – Advantage.
• Demonstrated success in managing large Entperprise customer accounts while simultaneously driving customer satisfaction and retention.
• Excellent problem-solving skills and a proactive approach to customer success.
• Familiarity with customer success software and CRM systems (e.g., Salesforce, Planhat).

Thales, champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.