Principal CSM, Health Advisory Services

Thrive Global

3d • $136,000 - $165,000

About The Position

This Principal CSM role sits at the center of one of Thrive's largest and most strategically important health/pharma partnerships. A key priority of this role will be executing against complex deliverables and managing cross-functional stakeholders (both at internal and external.) What distinguishes this role is scope: you will also take on work beyond typical CSM territory — communications plans, activation timelines, program management, and executive-facing roadmaps — often starting from a high-level directive rather than an established template, in close collaboration with our executive leadership team. You are, first and foremost, an experienced Customer Success professional: diligent, detail-oriented, and fluent in account management. The communications-adjacent work builds on that foundation; it does not replace it. This is a senior, high-trust individual contributor role reporting directly to the VP of Revenue & Customer Success, reflecting both the scale of the account and the degree of executive exposure the role carries.

Requirements

• BA/BS degree or equivalent relevant experience
• 8–12+ years in Customer Success, account management, or client delivery — this is the non-negotiable core of the role
• Experience owning enterprise, multi-stakeholder accounts with significant complexity and deal size.
• Demonstrated experience creating structured, executive-ready plans (roadmaps, communications calendars, rollout timelines) from ambiguous or evolving direction — not just executing against an existing template or playbook.
• Strong communication, analytical, problem-solving, and program management skills.
• Comfortable operating autonomously in ambiguous environments, with strong prioritization and anticipation of needs.
• Comfortable giving and receiving compassionately direct feedback.
• A confident, optimistic, solutions-oriented operator who brings both rigor and heart to the work.
• Passionate about well-being, performance, and the human impact of technology.

Nice To Haves

• Communications/PR fluency is a plus, not a requirement — comfort with communications concepts and terminology is important, but deep expertise is not expected.
• Familiarity with regulated-industry review processes (e.g., MLR/PRC-style approval steps) is a plus.
• Experience using Salesforce, G Suite, Microsoft products, and Zoom; familiarity with Coda, Looker, or similar tools is a plus.

Responsibilities

• Own the account relationship end to end. Serve as the primary Customer Success owner for a large, strategically critical health/pharma account — confidently managing senior client stakeholders and keeping every workstream on track.
• Own high-ambiguity strategic deliverables end to end. Independently produce communications plans, program management, campaign timelines, and executive-facing roadmaps for complex, high-visibility client programs — often starting from a high-level directive rather than a defined template. Work product should arrive nearly finished, requiring refinement rather than a rebuild.
• Partner closely with executive leadership. Take ownership of first-draft materials — communications plans, briefing documents, and activation content — that executive leadership reviews and finalizes. Deep communications expertise is not required, but fluency in communications concepts and terminology is essential.
• Lead renewal and expansion strategy. Own renewal and expansion planning with minimal oversight, partnering closely with Sales and Leadership. Forecast with accuracy and strategic foresight for a high-value, complex account.
• Serve as a trusted executive advisor. Lead executive-facing QBRs and long-term partnership discussions; drive alignment across a large, multi-stakeholder client organization.
• Anticipate and mitigate risk. Surface and address risk well before it impacts retention, expansion, or reputation.
• Operate effectively under high expectations. Work with senior stakeholders in a fast-paced, high-expectation environment. Ability to receive direct feedback constructively, separate delivery style from substance, and maintain steady progress is essential.

Benefits

• Medical, dental, and vision coverage
• 401(k) program with company match
• Generous paid time-off programs
• 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.

What This Job Offers

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