[Hiring] Manager, Customer Success @Thales

Role Description

We are seeking a hands-on, customer-obsessed Manager, Customer Success to lead a team of Customer Success Managers (CSMs) supporting our mid-market customers. In this role, you will:

• Coach and develop CSMs.
• Drive consistent execution of our engagement model (time-based lifecycle milestones plus trigger-based outreach and digital touch).
• Ensure the team delivers measurable customer outcomes that translate to retention and growth.
• Be accountable for portfolio health, renewal readiness, and risk mitigation across the team’s book of business.
• Partner closely with Sales, Support, Product, and Professional Services/Implementation to remove blockers and improve the customer experience.
• Balance strategy and execution, use data to drive decisions, and build a high-performing, distributed team culture.

Qualifications

• 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.
• 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).

Requirements

• Experience running renewal forecasting and managing risk in a recurring revenue business.
• 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.

Benefits

• 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.