Senior 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.

Senior Customer Success Manager

The Opportunity

Do you want to build your career in one of the most innovative and growing industries within software?

Imperva, a Thales company, is the leading cybersecurity company, based in the heart of Silicon Valley with customers across the Fortune 500.

Imperva is 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

Qualifications:

• Bachelor’s degree in business, Marketing, or a related field; MBA is a plus.

• Proven experience (5+ years) in a customer success, account management, or related role, preferably in the cyber industry.

•.Must have Languages:

Fluent in English (Verbal and Written) - Must Have

Hebrew (Verbal, Written) - Nice to Have

Spanish (Verbal, Written) - Very nice to Have

• Demonstrated success in managing large, complex customer accounts and 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, etc.).

• 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

• Knowledge of databases (Oracle, MS SQL, Sybase, DB2) would be an advantage

• Knowledge of THALES security products (HSM, CypherTrust encryption and Tokenization) better advantage

• Awareness and understanding of data and application protection regulations would be an advantage ((PCI, SOX, HIPAA etc)

• Excellent communication skills, ability to build strong customer relationships and develop “trusted advisor” status

• Capable of working within a globally dispersed, cross cultural team in fluctuating workload environment

• Ability to effectively coordinate multiple clients and internal stakeholders

• Ability to travel occasionally as needed.

Customer Relationship Management:

• 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.

Customer Success Strategy:

• 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.

• Collaborate closely with sales, marketing, product, and support teams to align on customer success objectives and deliver a cohesive customer experience.

Metrics and Reporting:

• 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.

Escalation 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.

Skills and Competencies:

• Customer-focused mindset with a passion for delivering exceptional service.

• Strategic thinker with the ability to develop and execute customer success plans.

• Strong organizational skills and attention to detail.

• Ability to work independently and as part of a team.

• Adaptable and capable of thriving in a fast-paced, dynamic environment.

Imperva as a Thales company 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, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [email protected].

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.