Customer Success Manager

Location: Massachusetts Remote, United States of America

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.

US - Remote- East Coast

Thales is seeking a proactive, strategic, and customer-obsessed Customer Success Manager (CSM) to own and grow relationships across our mid-market customer segment. This role leverages a hybrid motion model, blending high-touch, time-based milestones (e.g., onboarding, mid-term health checks, pre-renewal planning) with trigger-based engagement (e.g., sudden increases or decreases in usage, new stakeholder activity, product adoption patterns) with a digital lead engagement for other points of the customer journey.

Customer Success Manager: drive rapid time-to-value, maximize adoption, ensure long-term retention, and identify, quantify, and mitigate risk early in the customer lifecycle.
 

Key Areas of Responsibility
Customer Lifecycle Management

• Lead customers through structured, time-based success milestones:

  • Onboarding & Implementation – ensure fast, efficient product adoption and alignment with customer goals

  • Mid-Contract Health Checks – evaluate ROI, surface opportunities, and ensure ongoing alignment

  • Renewal Preparation (6+ months out) – forecast risks/opportunities early and drive value realization to support renewal

• Manage trigger-based engagements, responding to:

  • Significant changes in product usage (spikes, drop-offs, plateaus)

  • Product expansion indicators (new teams, new use cases)

  • 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

• Bachelor’s degree and/or a minimum of 5 years equivalent work experience in Technology Solution Sales; or equivalent work experience

• 5+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment

• Understanding of cybersecurity principles, particularly in areas such as 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

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)

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, 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].

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC) 85,918.50 - 155,282.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point) 

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

•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 after 30 days of employment with a company contribution and a match, and 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