Senior Customer Success Manager

Thrive is a leading behavior change technology company founded by Arianna Huffington in 2016 with the mission to end the stress and burnout epidemic. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 125 organizations in over 140 countries, from frontline and call center workers to executives at multinational companies.

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.

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. 

What You’ll Do:

• 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

Success looks like: Expansion-driven growth, executive trust, complex account stability, and team-wide impact.

Who You Are:

• 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
• An overall passionate, proven, confident, operational customer success leader with an optimistic, problem-solving mindset and entrepreneurial spirit

Desired Qualifications:

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

✨ What We Offer:

• 🌍 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.

Compensation:

Base compensation for this role will likely fall in the $125,000-$150,000 range.

• Please note: We provide a competitive mix of salary, performance bonus, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance.

Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work.

Thrive is proud to ensure equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state or local law.

Thrive is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Thrive’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.