Customer Success Manager

Location: Massachusetts Remote, United States of America

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 changes in usage, new stakeholder activity, product adoption patterns) and digital lead engagement for the rest of the customer journey.

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 advance internal escalation 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)

Legal and Employment Eligibility

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.

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 this position, please contact us at [email protected].

Compensation and Benefits

Salary range: $85,918.50 – $155,282.00 USD annually (Total Target Compensation includes base salary and variable compensation).

Thales provides an extensive benefits program for all full‑time employees working 30 or more hours per week and their eligible dependents, 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 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 Program, and Well‑Being Program