Strategic Customer Success Manager

Location: TOKYO HIBIYA PARK, Japan

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Thales Japan has been present in Japan for more than 40 years and has been responsible for expanding our business as well as supporting the local users. Thales objectives are to be an active and recognised partner for the development of infrastructure in Japan and to cooperate with Japanese companies in the export market for defence, transportation, aerospace, space and security.

Responsibilities 
•    Develop strong, trust-based relationships with senior executives and stakeholders at strategic accounts.
•    Serve as the primary point of contact for customer escalations and strategic discussions.
•    Understand customer challenges and business objectives, aligning our cybersecurity solutions to meet customer’s desired outcomes.
•    Co-create customer success plans, ensuring continued value realization and long-term adoption of our products and services.
•    Conduct regular Executive Business Reviews (EBRs) to showcase ROI, track progress, and align on future goals.
•    Proactively monitor customer health scores and engagement metrics, identifying risks and executing mitigation strategies to prevent churn.
•    Collaborate with Sales and Account Management teams to drive upsell, cross-sell, and renewal strategies.
•    Advocate for customer needs internally, sharing insights, feedback, and feature requests with Product and Engineering teams.
•    Work closely with Support and Professional Services to resolve customer issues swiftly and enhance overall satisfaction.
•    Leverage data analytics and reporting to provide internal stakeholders with visibility into customer performance, risks, and opportunities.
•    Develop and share customer success best practices tailored to the cybersecurity landscape.
•    Stay informed on industry trends, compliance regulations, and evolving security threats, providing guidance to customers accordingly.

Qualifications 
•    5+ years’ experience in a customer-facing Customer Success, Account Management, Consulting, or related role within the web/network/information industry. Experience with Cybersecurity and SaaS companies is an advantage 
•    Understanding of web applications, database, security, and auditing environments 
•    Strong experience working with enterprise accounts, managing high-value, complex customer relationships.
•    Ability to build strong internal and external networks 
•    Excellent problem-solving, communication, and stakeholder management skills.
•    Capable of working within a globally dispersed, cross cultural team in fluctuating workload environment 
•    Demonstrated ability to work independently and as part of a larger team 
•    Ability to travel occasionally as needed. 
 

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