Customer Success Manager, Thrive For Support Teams

Thrive Global

6d • $96,000 - $118,000

About The Position

Thrive for Support Teams (TST) is a dedicated area of our business focused on frontline support organizations, primarily contact centers and the teams that support them inside large enterprises. We’ve built purpose-built software for these users, designed around how they actually work and what wellbeing looks like in a high-volume, high-pressure environment. We are hiring a Customer Success Manager to own a portfolio of named TST accounts end to end. You will be the clients primary partner from launch through renewal: running implementation and integration, reporting on progress, leading business reviews, and growing the relationship over time. TST has clear process and structure already in place, and we are actively building on it. You will inherit a working foundation, not a blank page, and we are looking for someone detail oriented enough to keep things moving day to day while making the process sharper as they go. This role is a strong fit for someone who likes owning the full arc of a client relationship, is comfortable learning a technical product quickly, and wants clear ownership of their book of business.

Requirements

• A bachelor’s degree or equivalent relevant professional experience.
• At least five years of demonstrated success in customer success, account management, or a comparable client-facing role, ideally including two or more years at a SaaS technology company.
• Experience independently owning named accounts within a SaaS, health technology, or enterprise services organization.
• Experience carrying or directly contributing to a renewal or growth target.
• Strong executive communication and presentation skills, including experience leading business reviews.
• The ability to manage multiple client workstreams and competing deadlines with a high degree of organization and accountability.
• Proficiency in Excel or Google Sheets and experience interpreting and presenting client or program data.
• The ability to learn technical products and implementation processes quickly.
• Prior implementation or integration experience is helpful but not required; we provide structured onboarding and pair each new CSM with an implementation partner for their first several launches.

Responsibilities

• Own a portfolio of client relationships. Serve as the day-to-day point of contact for assigned accounts, build trusted relationships with key stakeholders and decision-makers, and maintain accountability for the overall health of each partnership.
• Lead implementation and integration. Manage new client launches and technical integration work from start to finish, coordinating across Product, Engineering, and Data to keep timelines, dependencies, and go-live commitments on track.
• Drive program execution. Manage ongoing client workstreams, maintain clear action plans, and identify and address risks before they affect delivery or the client experience.
• Measure and communicate impact. Track engagement, adoption, and outcomes, translating the data into clear insights and recommendations for both clients and internal partners.
• Lead strategic business reviews. Own the full business-review cycle and connect wellbeing and program insights to measurable business value, reinforcing the case for renewal and expansion.
• Drive retention and growth. Develop account strategies, identify opportunities to deepen partnerships, and lead renewal and expansion conversations in collaboration with internal stakeholders.
• Champion the client internally. Bring client feedback into product and roadmap discussions and partner with Sales, Legal, Security, and other teams to advance contracts, data agreements, and escalations.

Benefits

• Medical, dental, and vision coverage
• 401(k) program with company match
• Generous paid time-off programs
• Thrive Time (additional paid time off after major projects or intense periods of work)
• Competitive mix of salary, variable compensation, and equity

What This Job Offers

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