Customer Success Manager

Thales is a leading company in digital security solutions, specializing in identity management and data protection. They are seeking a proactive Customer Success Manager to drive customer retention, adoption, and growth within their mid-market customer segment, ensuring successful product adoption and long-term customer relationships.

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
• Bilingual Language- Spanish is a plus
• 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)