Principal Customer Success Manager

Thrive Global

16d • $136,000 - $165,000

About The Position

The Customer Success Team is a driving force at Thrive. This role sits within the CS Team and oversees 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 to our customers and ensuring these solutions continue to be successful for the customer over time. You will oversee day-to-day customer relationships and you will actively participate in retaining and growing customer relationships.
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.
Who You Are:
You’re experienced at driving increased value for customers, and in finding ways to do that at scale.
You love the fast pace and excitement of a high growth environment.
You’re obsessed with creating processes where none exist.
You’re excited to get to the end of the year and celebrate how far we’ve come as a team.
How You'll Contribute:
Own a portfolio of 3 - 5 large enterprise customers and manage these relationships as they move through all phases of the customer lifecycle.
Consult and guide customers to ensure that Thrive solutions are successfully adopted and optimized within the customer's business over time.
Partner closely with the sales team to close expansion opportunities and renewals.
Analyze customer data and seek opportunities to showcase value realized from the Thrive solutions, including through regular business reviews with the customer.
Create “raving fans” and highlight each customer’s success internally and externally as permitted.
Represent the “voice of the customer” and share key insights to ensure that each customer is successful.
Work cross-functionally with Product Management to ensure that customer requirements and product feedback are captured.
Uncover mechanisms for increasing the value of your customer portfolio to the company through marketing initiatives, references, partnerships, market advocacy, social networking, etc.
Bring best practices and new ideas for how to deliver and drive adoption of Thrive’s solutions at scale.

Requirements

• Experienced in deploying complex company-wide client engagements across multiple countries, ensuring executive and administrative stakeholder alignment to support those engagements, and consistently showing value that activates renewals, expansions, and referrals.
• Ability to confidently and effectively speak with customers of all levels (including CEO’s, Owners & VPs), managing everything from escalations to complex growth opportunities
• Experience managing deal sizes ranging from $500k to $5M
• A track record of building successful, long-term client relationships, and consistently ensuring high NPS and low churn.
• Equipped with an exceptional ability to prioritize, manage time and anticipate needs
• Strong communication, analytical, problem-solving and project management skills
• A history of organizational excellence and a desire to continuously evaluate and improve existing processes.
• Comfortable receiving and providing compassionately direct feedback
• Passionate about changing how we work and live and a demonstrated interest in topics relating to Thrive’s mission, including well-being, 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

Responsibilities

• Own a portfolio of 3 - 5 large enterprise customers and manage these relationships as they move through all phases of the customer lifecycle.
• Consult and guide customers to ensure that Thrive solutions are successfully adopted and optimized within the customer's business over time.
• Partner closely with the sales team to close expansion opportunities and renewals.
• Analyze customer data and seek opportunities to showcase value realized from the Thrive solutions, including through regular business reviews with the customer.
• Create “raving fans” and highlight each customer’s success internally and externally as permitted.
• Represent the “voice of the customer” and share key insights to ensure that each customer is successful.
• Work cross-functionally with Product Management to ensure that customer requirements and product feedback are captured.
• Uncover mechanisms for increasing the value of your customer portfolio to the company through marketing initiatives, references, partnerships, market advocacy, social networking, etc.
• Bring best practices and new ideas for how to deliver and drive adoption of Thrive’s solutions at scale.

Benefits

• 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.

What This Job Offers

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