Principal Customer Success Manager

Thrive Global

2d • $136,000 - $165,000

About The Position

The Customer Success Team is a driving force at Thrive. In this role, you oversee all post-sale phases of the customer lifecycle for large and strategic clients. The Principal 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 will actively participate in retaining and growing them.

Requirements

• Experienced at driving increased value for customers, and in finding ways to do that at scale — including through AI-powered workflows that elevate the quality of every interaction.
• Love the fast pace and excitement of a high-growth environment, and embrace AI tools as a way to move faster and think bigger.
• Obsessed with creating processes where none exist — and energized by the opportunity to build AI-assisted playbooks that the whole team can leverage.
• Excited to get to the end of the year and celebrate how far we've come as a team — and as practitioners of a smarter, more scalable way to do this work.
• Experienced in deploying complex, company-wide client engagements across multiple countries — including those involving AI-powered platforms — ensuring executive and administrative stakeholder alignment that activates renewals, expansions, and referrals.
• Ability to confidently and effectively speak with customers of all levels (including CEOs, Owners & VPs), including strategic conversations about AI adoption, change management, and the business case for intelligent tools.
• Experience managing deal sizes ranging from $500K to $5M.
• 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 — increasingly with the support of AI productivity tools.
• Strong communication, analytical, problem-solving, and project management skills.
• A history of organizational excellence and a desire to continuously evaluate and improve existing processes — including identifying where AI can reduce manual effort and increase team scale.
• 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, proven, confident, operational customer success leader with an optimistic, problem-solving mindset and entrepreneurial spirit — energized by the possibilities AI brings to the field.

Responsibilities

• Own a portfolio of 3–5 large enterprise customers and manage these relationships across all phases of the customer lifecycle, using AI tools to stay ahead of health signals, risks, and expansion opportunities.
• Consult and guide customers to ensure Thrive solutions are successfully adopted and optimized — including helping senior leaders understand the business case for AI-enabled behavior change and wellbeing programs.
• Partner closely with the sales team to close expansion opportunities and renewals, leveraging AI-generated ROI narratives, renewal decks, and expansion proposals grounded in usage data and program outcomes.
• Analyze customer data and use AI-assisted insights to showcase value realized from Thrive solutions, including through executive-level business reviews that go beyond reporting to tell a compelling story.
• Use AI tools to convert internal Thrive research, product updates, and features into polished, client-ready narratives, talking points, and industry-specific positioning — scaling the quality of every external touchpoint.
• Build tailored executive prep for high-stakes customer meetings — using AI to synthesize stakeholder context, anticipated questions, and recommended narratives so every conversation counts.
• Create "raving fans" and highlight each customer's success internally and externally as permitted.
• Represent the "voice of the customer" and share key insights cross-functionally, using AI-assisted analysis to identify patterns and influence CS strategy, playbooks, and operating model.
• Work cross-functionally with Product Management to ensure customer requirements and product feedback are captured — bringing an AI-informed perspective to what's working and what customers need next.
• Uncover mechanisms for increasing the value of your customer portfolio through marketing initiatives, references, partnerships, and market advocacy.
• Bring best practices and new ideas for how to deliver and drive adoption of Thrive's solutions at scale — including building AI-powered workflows the broader CS team can adopt.

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 Compensation
• Performance bonus
• Equity

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed