Customer Success Manager

Customer Success Manager

Company: Thales Location: New York Remote, United States of America Work Model: Hybrid Contract: Permanent Seniority: Senior

Thales is a global leader in identity management and data protection solutions, trusted by thousands of organizations worldwide to secure digital interactions. We are seeking a proactive, strategic, and customer-obsessed Customer Success Manager (CSM) to join our team. This role is crucial for owning and growing relationships within our mid-market customer segment.

About the Role

As a Customer Success Manager, you will leverage a hybrid engagement model, combining high-touch, time-based milestones with digital and trigger-based interactions. Your primary mission is to drive rapid time-to-value for our customers, maximize product adoption, ensure long-term retention, and proactively identify and mitigate risks throughout the customer lifecycle.

Key Responsibilities

• Customer Lifecycle Management:
  • Guide customers through structured onboarding and implementation to ensure efficient product adoption and goal alignment.
  • Conduct mid-contract health checks to evaluate ROI, identify opportunities, and ensure ongoing alignment.
  • Initiate renewal preparation discussions well in advance to forecast risks and opportunities, driving value realization.
  • Manage trigger-based engagements in response to significant changes in product usage, expansion indicators, or signals of disengagement.
• Value Delivery & Adoption:
  • Build strong relationships with key customer decision-makers, influencers, and power users.
  • Conduct strategic business reviews to showcase value, impact, and customer outcomes.
  • Develop tailored success plans outlining customer goals, adoption strategies, KPIs, and measurable results.
  • Guide customers towards best practices and workflows to accelerate their time-to-value.
• Risk Identification & Mitigation:
  • Continuously monitor customer health using data insights, usage analytics, and behavioral patterns.
  • Quantify risk drivers and escalate internally with clear context and proposed solutions.
  • Collaborate with Support, Product, and Sales teams to resolve blockers and maintain positive customer momentum.
• Growth & Advocacy:
  • Identify expansion opportunities based on customer adoption, maturity, and evolving needs.
  • Partner with Account Executives on upsell/cross-sell strategies and renewal plays.
  • Cultivate customer advocates, secure testimonials, and drive participation in case studies and reference programs.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment.
• Understanding of cybersecurity principles, particularly in Data Security and Application Security.
• Demonstrated success working within a high-volume, high-velocity customer segment.
• Strong ability to interpret customer data and translate insights into actionable recommendations.
• Proven experience managing complex customer lifecycles, including onboarding, adoption, and renewal.
• Excellent communication, presentation, and stakeholder-management skills.
• A proactive, analytical mindset with a passion for customer value and continuous improvement.
• Ability to stay organized and prioritize effectively in a dynamic environment.
• Bilingual Spanish is a plus.
• Applicants must be legally authorized to work in the United States for any employer at the time of hire.

Preferred Qualifications

• Experience with customer success platforms (e.g., Planhat).
• Background working with data-driven products or platforms.
• Familiarity with creating customer-focused playbooks, success plans, or lifecycle frameworks.
• Experience engaging and building trust with security-focused personas (e.g., CISOs, Security Architects, SecOps teams).

What We Offer

• A competitive Total Target Compensation (TTC) range of 85,918.50 - 155,282.00 USD Annual.
• An extensive benefits program for all full-time employees, including:
  • Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance.
  • Retirement Savings Plan with company contribution and match, with no vesting period.
  • Company-paid holidays and Paid Time Off.
  • Company-provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program.
• Thales champions inclusion and believes diversity strengthens our culture. We are an Equal Opportunity Employer.

Join Thales and help us architect the future of digital security.