Director of Client Success and Implementations

Who We Are

At ThrivePass, we’re on a mission to help employees and businesses Thrive—because benefits should be more than just checkboxes. Through personalized benefits technology, data-driven insights, and meaningful experiences, we empower companies to support their teams in ways that truly matter.

We don’t just talk about culture—we build it. Everything we do is rooted in our CARE values:

• Courageous – We embrace new challenges and fresh ideas.
• Authentic – We show up as our true selves and value transparency.
• Resourceful – We find creative solutions and make things happen.
• Excellent – We hold ourselves accountable and take pride in our work.

At ThrivePass, performance isn’t just about hitting goals—it’s about how you show up. We invest in our employees’ growth and encourage bold thinking, collaboration, and continuous learning. Join us in shaping the future of employee benefits!

What You’ll Do

The Director of Client Success will lead our client facing services teams, including account services and implementations, ensuring exceptional service delivery, client satisfaction, client revenue growth, and retention across all ThrivePass products. This role requires a strategic leader who can drive service excellence, foster strong client relationships, and collaborate cross-functionally to enhance the overall client experience. You will:

• Bring fresh ideas to the table—we’re all about innovation and continuous improvement.
• Collaborate with cross-functional teams (we love a good brainstorm).
• Manage and mentor a team of account service members and implementation specialists, fostering a culture of accountability, continuous learning, and client-centricity.
• Develop and implement strategies to enhance client satisfaction, reduce churn, and promote long-term partnerships.
• Streamline processes, develop playbooks, and implement best practices to ensure consistent and scalable client success operations.
• Work closely with Sales, Product, Marketing, and Operations teams to align client needs with company service offerings and initiatives.
• Support in developing the Voice of the Client, gathering feedback and insights to inform product development and service enhancements.
• Establish and monitor key performance indicators (KPIs) to assess team performance, team capacity and client health.
• Identify developmental improvements for the account service team members and Implementation Specialists and work collaboratively with VP of Relationship Management to create plans for execution.
• Lead client facing team member development activities and working groups to deliver a consolidated service experience across all departments.
• Serve as the primary lead for some Elite level client implementation projects.
• Work closely with Sales, Product, Marketing, and Operations teams to align client needs with company service offerings and initiatives.
•  Support in developing the Voice of the Client, gathering feedback and insights to inform product development and service enhancements.

What You Bring

We’re looking for someone who’s not just checking boxes but truly excited to make an impact. Here’s what helps you shine in this role:

• A drive to innovate in employee benefits and make complex processes feel effortless.
• A team-first attitude—we thrive when we collaborate.
• Accountability – you set clear expectations, and you follow through.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.

Must Haves

• Bachelor’s degree in business, Marketing, or a related field.
• 7+ years of experience in client success, leading account management, or a related role, with at least 3 years in a leadership position.
• Proven track record of driving client satisfaction and retention in a SaaS or technology-driven service environment.
• Proficiency in CRM tools and client success platforms.

Why You’ll Love Working Here

• $115,000 - $140,000 base salary + annual bonus.
• A culture that values courageousness, authenticity, resourcefulness, and excellence (we don’t just say it—we live it).
• Opportunities to grow, learn, and level up your skills.
• A team that genuinely enjoys working together and celebrating wins.
• Competitive benefits package because we believe in walking the talk when it comes to employee well-being.
• An inclusive and welcoming environment for all. ThrivePass is committed to fostering a workplace where everyone feels valued and respected. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status in any of our activities or operations.

Join Us!

If this role sounds like your next great adventure, we’d love to hear from you. Apply today and let’s build something amazing together! 🚀