Senior Customer Success Manager

Thrive Global

2d • $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 to customers and ensuring these solutions continue to be successful for the customer over time. You will oversee day-to-day customer relationships and are responsible for retaining and growing customer relationships.

Requirements

• Experienced in deploying complex company-wide client engagements, ensure executive and administrative stakeholder alignment to support those engagements, and consistently show value that activates renewals, expansions, and referrals.
• Experience managing deal sizes ranging from $100k 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
• 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 Global’s mission, including well-being, productivity, neuroscience, psychology, managing technology, performance and wisdom
• BA/BS degree or relevant work experience
• 7-10+ years demonstrated success in customer success role, ideally with 2+ at a SaaS technology company
• Strong communication, analytical, problem-solving and project management skills
• Experience using Salesforce, G-Suite, Microsoft products, Zoom

Nice To Haves

• Working knowledge of other data and/or customer management tools like Coda and Looker is a plus

Responsibilities

• Owns a defined portfolio of customers across the lifecycle, including renewals and expansion
• Forecasts renewals and expansion in partnership with Sales, with support as needed
• Manages timelines, risks, and customer readiness for launches and ongoing programs
• Leads executive-facing QBRs for assigned accounts
• Partners cross-functionally to deliver adoption, engagement, and value realization
• Represents the voice of the customer and escalates risks appropriately
• Contributes to CS playbooks, best practices, and process improvements
• Owns the most complex, high-revenue, or strategically critical accounts
• Leads renewal and expansion strategy with minimal oversight
• Drives executive alignment across large, multi-stakeholder customer organizations
• Anticipates and mitigates risk before it impacts retention or expansion
• Serves as a strategic thought partner to customers, not just an execution lead
• Drives internal alignment across Sales, Product, Marketing, and Leadership for priority accounts
• Proactively identifies patterns and influences CS strategy, playbooks, and operating model

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: Mid Level
• Number of Employees: 501-1,000 employees