Customer Success Manager | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Location: New York Remote, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

When you rely on urban rail to get you where you want to go, you rely on Thales. In an increasingly fast paced and unpredictable world, our architects design and deliver the extrordinary solutions that make tomorrow's transit possible today - making your life better life better, and keeping you safer in transit. Combining a diversity of talents, we master the decisive moments that matter to you. Whatever it takes.

US - Remote

We are 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 increases or decreases in usage, new stakeholder activity, product adoption patterns) with a digital lead engagement for other points of the customer journey.
Your mission: drive rapid time-to-value, maximize adoption, ensure long-term retention, and identify, quantify, and mitigate risk early in the customer lifecycle.

Essential Functions
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 escalate internally 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

• 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

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).

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.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

Why Join Us?

Say HI and learn more about working at Thales click here

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This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. Thales is an Equal Opportunity Employer, including disability/veterans.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC) 85,918.50 - 155,282.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please raise HR request through MyThales)

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

•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

Expert Career Tips for Customer Success Manager Roles

To succeed in a competitive market as a Customer Success Manager, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Customer Success Manager requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Customer Success Manager position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.