Job Description
Location: New York 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. When you rely on urban rail to get you where you want to go, you rely on Thales. In an increasingly fast paced and unpredictable world, our architects design and deliver the extrordinary solutions that make tomorrow's transit possible today - making your life better life better, and keeping you safer in transit. Combining a diversity of talents, we master the decisive moments that matter to you. Whatever it takes. US - Remote We are 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. Your mission: 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: 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 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. Bilingual Language- 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). 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 up
