Customer Success Manager

## Customer Success Manager Apply remote type:
Remote locations:
Massachusetts Remote:
Florida Remote:
Maryland Remote:
Georgia Remote:
New York Remote time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
June 12, 2026 (6 days left to apply) job requisition :
R0324020

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 billions 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
- ** 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 life cycles, 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…