Manager, Customer Success

Thales • Washington, DC

8d • $125,055 - $226,479 • Remote

About The Position

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), and ensure the team delivers measurable customer outcomes that translate to retention and growth. Manager, Customer Success 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.

Requirements

• 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.
• 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).
• 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.

Nice To Haves

• MBA is a plus

Responsibilities

• 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.
• 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.
• 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).
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager