Customer Success Manager

🔥 0 minutes ago

🐊 Florida, New York, +2 more states – Remote

🐊 Florida – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote

💵 $85.9k - $155.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Thales

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1893

🚀 Aerospace

🔒 Cybersecurity

🤖 Artificial Intelligence

Aerospace • Cybersecurity • Artificial Intelligence

Thales is a global technology leader specializing in advanced aerospace, defense, and security solutions. The company develops innovative systems that integrate cutting-edge AI technologies to provide trusted services and products across various industries, including secure data communication and smart transportation. Thales is committed to sustainability and corporate responsibility, ensuring digital ethics and diversity within its workforce while pushing the boundaries of technology for a safer and more connected world.

📋 Description

• drive rapid time-to-value, maximize adoption, ensure long-term retention, and identify, quantify, and mitigate risk early in the customer lifecycle. • 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

• Bachelor’s degree and/or a minimum of 5 years equivalent work experience in Technology Solution Sales; or equivalent work experience • 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

🏖️ 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