Customer Success Manager, Cybersecurity Products

Location: Remote UK, United Kingdom

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.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

Job Title: Customer Success Manager – UK
Location: Belfast, United Kingdom (Hybrid) / Remote UK
 

About the Role

We are seeking an experienced and customer-centric Customer Success Manager (CSM) to join our UK team. In this role, you will help enterprise and mid-market customers maximise the value of our cybersecurity solutions, drive adoption, and ensure long-term partnership success.

You’ll act as a trusted advisor, guiding customers on best practices, risk reduction, and security maturity while supporting commercial growth.

Key Responsibilities:-

Customer Engagement & Advocacy

• Serve as the primary post-sales point of contact and trusted advisor for assigned customers.

• Develop strong relationships with security leaders (CISO, Security Architects, SOC Managers, IT Directors).

• Lead regular business reviews focused on value, outcomes, KPIs, and security posture improvements.

• Champion the voice of the customer internally to influence product roadmaps and service improvements.

Adoption & Value Realisation

• Drive deployment, adoption, and optimisation of cybersecurity solutions (e.g., threat detection, cloud security, identity security, WAF, database monitoring).

• Translate technical capabilities into clear business outcomes relating to risk reduction and resiliency.

• Identify opportunities to improve customer workflows, automation, and security processes.

• Monitor usage and performance metrics to proactively address gaps or risks.

Retention & Growth

• Own customer retention, renewal strategy, and expansion identification while partnering with Sales/AMs.

• Spot cross-sell/upsell opportunities aligned to customer needs and maturity.

• Mitigate churn risk through proactive engagement and clear success planning.

Technical Collaboration

• Work closely with Technical Account Managers, Solutions Architects, and Support Engineers to ensure smooth onboarding, troubleshooting, and technical alignment.

• Coordinate health checks, security assessments, or remediation plans where relevant.

• Ensure seamless handovers between pre-sales, delivery, and support functions.

Skills & Experience Required

Essential

• 3+ years in CSM, account management, technical consulting, or security operations roles.

• Strong understanding of cybersecurity domains such as:

o Threat detection & response

o Cloud security/SaaS security

o IAM/Zero Trust

o Network security (WAF, firewall, VPN)

• Proven ability to manage enterprise customers and lead strategic conversations.

• Comfort engaging with both technical and executive stakeholders.

• Excellent communication, problem-solving, and project management skills.

• Experience working with UK organisations across regulated sectors (finance, public sector, critical infrastructure) is beneficial.

Desirable

• Certifications such as CISSP, SSCP, CISM, Security+, or vendor-specific qualifications.

• Experience in SaaS-based cybersecurity platforms.

• Background in SOC, incident response, or cyber consulting.

• Fluent English and Italian language will be value addition.

What Success Looks Like

• High customer satisfaction and advocacy (NPS/CSAT).

• Strong adoption and measurable security outcomes for customers.

• On-time renewals and increased customer lifetime value.

• Proactive risk mitigation and clear customer success plans.

• Positive influence across product, engineering, and support through customer insights.

Why Join Us

• Work at the forefront of cybersecurity innovation.

• Opportunities for continuous learning and certification.

• Collaborative, mission-driven environment focused on customer impact.

• Competitive UK compensation package, benefits, and hybrid working.

Applicants must have a valid work permit in the UK.

#LI-VJ1

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

Great journeys start here, apply now!