Manager, Customer Success

Location: Austin, 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 billons 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.

US - Remote

Position Summary

We are seeking a hands-on, customer-obsessed Manager, Customer Success to lead a hybrid 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 hybrid engagement model (time-based lifecycle milestones plus trigger-based outreach and digital touch), and ensure the team delivers measurable customer outcomes that translate to retention and growth.

You will be accountable for portfolio health, renewal readiness, and risk mitigation across the team’s book of business, partnering closely with Sales, Support, Product, and Professional Services/Implementation to remove blockers and improve the customer experience. This is an ideal role for a leader who can balance strategy and execution, use data to drive decisions, and build a high-performing, distributed team culture.

Essential Functions

• Team & People Leadership
  • 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.
  • Support hiring, onboarding, and ramp for new CSMs; contribute to succession planning and team capacity planning.

• Customer Lifecycle & Outcomes Management
  • 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.

• Operational Excellence and Analytics
  • 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.
  • Identify process gaps and implement playbooks, templates, and enablement that improve efficiency and customer experience at scale.
  • Report on team performance and customer outcomes to leadership (trends, risks, wins, and recommendations).

• Cross-functional Partnership

• 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.

Minimum Requirements

• 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).

Success Metrics

• Net and gross retention performance across the team’s book of business; reduced churn and improved renewal outcomes.
• Renewal forecasting accuracy and early risk identification (e.g., risks surfaced with clear mitigation plans well ahead of renewal).
• Improved adoption and product engagement trends for priority accounts; increased time-to-value consistency during onboarding.
• Team execution quality: consistent success plans, documented outcomes, and on-time completion of lifecycle milestones.
• CSM performance and development: ramp time, goal attainment, and engagement/retention of top talent.

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.

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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.

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [email protected].

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

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 reach out to your HR Shared Service, 1st Point) 

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