Manager, Customer Success

Thales

Manager, Customer Success leading a hybrid team supporting mid-market customers at Thales. Focusing on customer engagement, retention, and growth through strategic leadership and operational excellence.

Posted 5/20/2026full-timeRemote • Arizona, Florida, Maryland, Texas, Washington • 🇺🇸 United StatesSeniorLead💰 $125,054 - $226,479 per yearWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

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.
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.
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

What you’ll need

Bachelor’s degree in business, Marketing, or a related field; MBA is a plus: or equivalent work experience
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).

Benefits

Comp & perks

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 Plan, and Well-being Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementrenewal forecastingrisk managementdata analysisSaaSconsultingperformance coachingKPI managementcustomer engagement

Soft Skills

leadershipcommunicationanalytical skillsprioritizationchange managementteam developmentcollaborationproblem-solvingexecutive presencetrust building

Certifications

Bachelor's degreeMBA