Customer Success Manager

Job Overview

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.

Job Description

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.

Combining a diversity of talents, we master the decisive moments that matter to you. Whatever it takes.

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.

Key Responsibilities

• Location: New York Remote, United States of America Thales people architect identity management and data protection solutions at the heart of digital security.
• 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.
• 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.
• 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.
• 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.
• Partner with Support, Product, and Sales to resolve blockers and maintain positive momentum.

Required Skills and Qualifications

• Minimum Requirements 5+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment.
• Proven experience managing complex customer lifecycles, including onboarding, adoption, and renewal.
• Excellent communication, presentation, and stakeholder-management skills.
• Bilingual Language- Spanish is a plus Preferred Qualifications Experience with customer success platforms (e.g., Planhat).
• 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.
• 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.

Benefits and Perks

• 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

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Thales is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.