Senior Customer Success Manager

Thrive Global

3d • $125,000 - $150,000

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• 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

Responsibilities

• 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

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 (salary, performance bonus, and equity)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree