Senior Customer Success Manager (East)

Location: Massachusetts 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.

Remote- Massachusetts

Thales is seeking an experienced and passionate Senior Customer Success Manager to join our dynamic team. In this role, you will be responsible for driving customer success, ensuring high levels of customer satisfaction, and fostering long-term relationships with our valued clients. The ideal candidate will be a proactive leader with excellent communication skills, a strategic mindset, and a proven track record in managing customer success initiatives.

Key Areas of Responsibility

Customer Relationship Management:

• Establish and maintain strong relationships with key customers, understanding their needs, goals, and challenges

• Serve as the primary point of contact for customers, becoming customer’s trusted advisor and ensuring their satisfaction

• Conduct Joint Success Plans, regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for improvement and growth

Customer Success Strategy:

• Develop and execute comprehensive customer success strategies to drive customer engagement, retention, and growth

• Identify and implement best practices for customer success, continuously improving processes and methodologies

• Collaborate closely with sales, marketing, product, and support teams to align on customer success objectives and deliver a cohesive customer experience

Metrics and Reporting:

• Monitor and analyze key customer success metrics, such as customer satisfaction, retention rates, and product usage

• Prepare and present regular reports on customer success performance and trends to senior management

Escalation Management:

• Handle customer escalations with a sense of urgency and professionalism, working to resolve issues promptly and effectively

• Coordinate with internal teams to address customer concerns and ensure timely resolution of any technical or service-related issues​

Minimum Requirements

• Bachelor’s degree in business, Marketing, or a related field; MBA is a plus: or equivalent work experience

• Proven experience (8+ years) in a customer success, account management, or related role, preferably in the cyber industry

• Experience engaging and building trust with security-focused personas (e.g., CISOs, Security Architects, SecOps teams)

• Demonstrated success in managing large, complex customer accounts and driving customer satisfaction and retention

• Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders

• Excellent problem-solving skills and a proactive approach to customer success

• Familiarity with customer success software and CRM systems (e.g., Salesforce, Planhat, etc.)

• Ability to analyze data and use insights to drive customer success strategies

• Customer-focused mindset with a passion for delivering exceptional service

• Strategic thinker with the ability to develop and execute customer success plans

• Strong organizational skills and attention to detail

• Ability to work independently and as part of a team

• Adaptable and capable of thriving in a fast-paced, dynamic environment.

• Strong leadership qualities and the ability to mentor and develop junior team members

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.

Why Join Us?

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This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. Thales is an Equal Opportunity Employer, including disability/veterans.

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

Total Target Cash (TTC) 125,217.50 - 217,261.50 USD Annual

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 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