Customer Success Manager

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 tha