Senior Customer Success Manager

Job description

The Customer Success Team is a driving force at Thrive Global. This growing team of Customer Success Managers (CSMs) oversees all phases of the customer lifecycle following the acquisition of a new customer. The Senior Customer Success Manager is responsible for the successful delivery, adoption, and ongoing engagement of Thrive's technology solutions — and for helping customers realize meaningful, measurable outcomes over time. As we scale, AI is central to how this team works: not as a novelty, but as a force multiplier that raises the quality of every customer touchpoint, from executive prep to renewal strategy. You will oversee day-to-day customer relationships and are responsible for retaining and growing them over time. How You'll Contribute: Owns a defined portfolio of customers across the lifecycle, including renewals and expansion Uses AI-assisted workflows to prepare for high-stakes executive meetings — synthesizing stakeholder context, key priorities, recommended narrative, and anticipated questions so every interaction is calibrated and confident Translates Thrive research, product updates, and feature launches into client-ready narratives, talking points, and industry-specific positioning — leveraging AI to accelerate and sharpen that translation layer Builds executive-ready QBRs and engagement summaries by pulling from data, metrics, past interactions, and customer priorities — using AI to generate first drafts that are insight-led, not just reporting-led Develops tailored quarterly campaign and engagement plans grounded in customer goals, industry context, and audience — using AI to scale ideation and execution without sacrificing quality Turns call notes and internal inputs into polished follow-ups, recaps, and next-step communications efficiently and consistently Builds ROI-driven renewal decks and expansion proposals grounded in usage data, program outcomes, and business impact Monitors engagement and feedback signals to proactively identify risks and expansion opportunities — bringing recommended actions, not just flags Forecasts renewals and expansion in partnership with Sales, using data and AI-generated insights to strengthen the narrative Partners cross-functionally to deliver adoption, engagement, and value realization across Sales, Product, Marketing, and Leadership Represents the voice of the customer and escalates risks appropriately Contributes to CS playbooks, AI workflow best practices, and process improvements that raise the bar for the whole team Success looks like: Expansion-driven growth, executive trust, complex account stability, high-quality output at scale, and team-wide impact. Who You Are: Experienced in deploying complex, company-wide client engagements and ensuring executive and administrative stakeholder alignment that activates renewals, expansions, and referrals A natural communicator who can translate internal complexity — data, research, product updates — into compelling, customer-ready stories Energized by AI as a tool for doing your best work, not just faster work — you've used it to prep for meetings, draft communications, build presentations, or synthesize information, and you're always looking for smarter ways to apply it Experienced managing deal sizes ranging from $100K to $5M over 5-10 accounts maximum A track record of building successful, long-term client relationships with consistently high NPS and low churn Equipped with an exceptional ability to prioritize, manage time, and anticipate needs A history of organizational excellence and a genuine desire to continuously evaluate and improve existing processes Comfortable receiving and providing compassionately direct feedback Passionate about changing how we work and live, with a demonstrated interest in wellbeing, productivity, neuroscience, psychology, managing technology, performance, and wisdom An overall passionate, confident, operational customer success leader with an optimistic, problem-solving mindset and entrepreneurial spirit Desired Qualifications: BA/BS degree or relevant work experience 7–10+ years of demonstrated success in a customer success role, ideally with 2+ years at a SaaS technology company Hands-on experience using AI tools in a professional context — meeting prep, communications, presentations, data synthesis, or customer strategy Ability to critically evaluate and refine AI-generated outputs to match your voice, the customer's context, and Thrive's standards Strong communication, analytical, problem-solving, and project management skills Experience using Salesforce, G-Suite, Microsoft products, and Zoom Working knowledge of tools like Coda and Looker is a plus Experience with AI productivity platforms, customer health tooling, or workflow automation tools is a strong plus ✨ What We Offer: 🌍 Mission-Driven Impact: Be part of a company that’s truly making a difference in people’s lives around the world. 🚀 Career Growth: Develop within the company and help shape our growth strategy. 💙 Human-Centric Culture: Thrive in a supportive environment with a range of wellness perks and benefits. 💰 Competitive Compensation: Enjoy a comprehensive and rewarding total compensation package. 🩺 Health & Financial Benefits: Medical, dental, and vision coverage plus a 401(k) program with company match. 🌴 Time to Recharge: Generous paid time-off programs designed to help you rest, reset, and recharge — including Thrive Time , a benefit unique to Thrive that gives employees additional paid time off after major projects or intense periods of work to truly recharge and recover. Compensation: Base compensation for this role will likely fall in the $125,000-$150,000 range. Please note: We provide a competitive mix of salary, performance bonus, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance. Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work. Thrive is proud to ensure equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state or local law. Thrive is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Thrive’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process. Thrive is a leading behavior change technology company founded by Arianna Huffington in 2016 with the mission to end the stress and burnout epidemic. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 125 organizations in over 140 countries, from frontline and call center workers to executives at multinational companies. If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.