Manager, Customer Success

Thales Cybersecurity Products is a leader in identity management and data protection solutions. The Manager, Customer Success will lead a hybrid team of Customer Success Managers, ensuring customer engagement and outcomes while driving retention and growth through effective coaching and operational excellence.

Responsibilities:

• Lead, coach, and develop a hybrid team of CSMs through 1:1s, call reviews, deal/renewal reviews, and career development plans
• Set clear expectations for customer engagement quality, documentation, and follow-through; reinforce accountability through measurable goals
• Build team operating rhythms (standups, pipeline/portfolio reviews, enablement sessions) that support consistency in a hybrid environment
• Support hiring, onboarding, and ramp for new CSMs; contribute to succession planning and team capacity planning
• Drive consistent execution of the hybrid success motion (onboarding milestones, mid-contract health checks, and renewal planning paired with trigger-based outreach)
• Ensure each CSM maintains current success plans for priority accounts, including goals, adoption strategy, KPIs, and mutual action plans
• Own renewal readiness across the team’s book of business: forecast outcomes, surface risks early, and coordinate renewal plays with Sales/Account Management
• Guide escalation management for at-risk customers, ensuring crisp problem statements, internal alignment, and timely customer communication
• Monitor customer health using product usage, support signals, and engagement data; translate insights into prioritized actions for the team
• Maintain accurate forecasting for renewals and risk in CRM/CS tooling; ensure data hygiene, notes, and next steps are captured consistently
• Identify process gaps and implement playbooks, templates, and enablement that improve efficiency and customer experience at scale
• Report on team performance and customer outcomes to leadership (trends, risks, wins, and recommendations)
• Partner with Sales/Account Executives on account strategy, renewals, and expansion identification; ensure clean handoffs and aligned customer messaging
• Collaborate with Support and Product to resolve recurring issues, influence roadmap with customer feedback, and improve self-service resources
• Coordinate with Implementation/Professional Services to ensure customers achieve time-to-value and that onboarding is measurable and repeatable

Requirements:

• 8+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role in a SaaS/technology environment
• 1+ years of people leadership experience (or demonstrated team-lead ownership) with a track record of coaching performance and developing talent
• Experience running renewal forecasting and managing risk in a recurring revenue business
• Strong analytical skills: comfort using usage/health data to prioritize actions and influence stakeholders
• Excellent communication and executive presence, with the ability to lead customer conversations and internal alignment
• Ability to operate effectively in a hybrid environment and a matrix organization; strong prioritization and change-management skills
• Understanding of cybersecurity principles, particularly in areas such as Data Security and Application Security
• Experience engaging and building trust with security-focused personas (e.g., CISOs, Security Architects, SecOps teams)