Thales Cybersecurity Products is a leader in identity management and data protection solutions, serving business and government clients. They are seeking a proactive Customer Success Manager to manage relationships in the mid-market segment, ensuring customer satisfaction and driving product adoption.
Responsibilities:
- 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
- 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
- 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
- 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
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
- 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)