Customer Success Manager, Thrive For Support Teams

(united States)Remotemid

Customer Success ManagerCustomer

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Quick Summary

Overview

Founded by Arianna Huffington in 2016, Thrive Global is a leading behavior change technology company with the mission to improve productivity and health outcomes – one Microstep at a time.

Technical Tools

Customer Success ManagerCustomer

Founded by Arianna Huffington in 2016, Thrive Global is a leading behavior change technology company with the mission to improve productivity and health outcomes – one Microstep at a time. 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 230 organizations in over 160 countries, from frontline and call center workers to executives at multinational companies. For more information, visit www.thriveglobal.com.

Thrive for Support Teams (TST) is a dedicated area of our business focused on frontline support organizations, primarily contact centers and the teams that support them inside large enterprises. We’ve built purpose-built software for these users, designed around how they actually work and what wellbeing looks like in a high-volume, high-pressure environment.

You are an end-to-end relationship owner. You enjoy managing the full arc of the client journey and take responsibility for delivering a consistently strong experience from implementation through renewal and expansion.
You are a structured, detail-oriented operator. You keep multiple workstreams moving, make commitments and dependencies visible, and follow through reliably—without losing sight of the broader client strategy.
You communicate with clarity and confidence. You translate technical details and data into straightforward business language, adapt your message to different audiences, and can lead an executive business review with credibility.
You are proactive and resourceful. You are comfortable navigating ambiguity, finding answers, making sound decisions with incomplete information, and driving issues through resolution.
You are both process-minded and improvement-oriented. You value established processes and documentation while continually looking for ways to make the work more efficient, scalable, and effective.
You are a strong cross-functional partner. You build productive relationships across Product, Engineering, Data, Sales, Legal, and Security and know how to move work forward through influence.
You are comfortable with data. You can interpret engagement and outcomes data, identify meaningful trends, and turn insights into clear recommendations and compelling client stories.
You are commercially minded. You understand how strong program delivery translates into retention and growth, and you are comfortable building the value case and leading renewal, pricing, and contract conversations.

Own a portfolio of client relationships. Serve as the day-to-day point of contact for assigned accounts, build trusted relationships with key stakeholders and decision-makers, and maintain accountability for the overall health of each partnership.
Lead implementation and integration. Manage new client launches and technical integration work from start to finish, coordinating across Product, Engineering, and Data to keep timelines, dependencies, and go-live commitments on track.
Drive program execution. Manage ongoing client workstreams, maintain clear action plans, and identify and address risks before they affect delivery or the client experience.
Measure and communicate impact. Track engagement, adoption, and outcomes, translating the data into clear insights and recommendations for both clients and internal partners.
Lead strategic business reviews. Own the full business-review cycle and connect wellbeing and program insights to measurable business value, reinforcing the case for renewal and expansion.
Drive retention and growth. Develop account strategies, identify opportunities to deepen partnerships, and lead renewal and expansion conversations in collaboration with internal stakeholders.
Champion the client internally. Bring client feedback into product and roadmap discussions and partner with Sales, Legal, Security, and other teams to advance contracts, data agreements, and escalations.

Requirements

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A bachelor’s degree or equivalent relevant professional experience.
At least five years of demonstrated success in customer success, account management, or a comparable client-facing role, ideally including two or more years at a SaaS technology company.
Experience independently owning named accounts within a SaaS, health technology, or enterprise services organization.
Experience carrying or directly contributing to a renewal or growth target.
Strong executive communication and presentation skills, including experience leading business reviews.
The ability to manage multiple client workstreams and competing deadlines with a high degree of organization and accountability.
Proficiency in Excel or Google Sheets and experience interpreting and presenting client or program data.
The ability to learn technical products and implementation processes quickly. Prior implementation or integration experience is helpful but not required; we provide structured onboarding and pair each new CSM with an implementation partner for their first several launches.

What We Offer

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✓🌍 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.

✓Please note: We provide a competitive mix of salary, variable compensation, 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.