Customer Success Manager

Role Overview

Thales is seeking a proactive, strategic, and customer-obsessed Customer Success Manager (CSM) to own and grow relationships across their mid-market customer segment. This role utilizes a hybrid engagement model, combining high-touch, time-based milestones with trigger-based engagement and digital lead interaction. The mission is to drive rapid time-to-value, maximize adoption, ensure long-term retention, and identify, quantify, and mitigate risk early in the customer lifecycle.

Essential Functions

Customer Lifecycle Management

• Lead customers through structured, time-based success milestones, including Onboarding & Implementation, Mid-Contract Health Checks, and Renewal Preparation.
• Manage trigger-based engagements responding to significant changes in product usage, product expansion indicators, and signals of disengagement or risk.

Value Delivery & Adoption

• Build strong customer relationships with key decision-makers, influencers, and power users.
• Conduct strategic business reviews to highlight value, impact, and customer outcomes.
• Create tailored success plans outlining goals, adoption strategies, KPIs, and measurable results.
• Guide customers toward best practices and workflows that drive faster time-to-value.

Risk Identification & Mitigation

• Continuously monitor customer health using data insights, usage analytics, and customer behavior.
• Quantify risk drivers and escalate internally with clear context and recommended solutions.
• Partner with Support, Product, and Sales to resolve blockers and maintain positive momentum.

Growth & Advocacy

• Identify expansion opportunities based on customer adoption, maturity, and needs.
• Partner with Account Executives on upsell/cross-sell strategies and renewal plays.
• Develop customer advocates, secure testimonials, and drive participation in case studies or reference programs.

Minimum 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 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 in a fast-moving, dynamic environment.
• Bilingual in Spanish is a plus.

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).

Additional Information

• Applicants must be legally authorized to work in the United States for any employer. This position is not eligible for visa sponsorship.
• Total Target Compensation (TTC): $85,918.50 - $155,282.00 USD Annually.

Benefits

• Health & Wellness: 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: Retirement Savings Plan with company contribution and match (no vesting period).
• Time Off: Company-paid holidays and Paid Time Off.
• Support: Company-provided Life Insurance, AD&D, Disability, Employee Assistance Program, and Well-being Program.