Client Success Manager
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Job Description
Client Success Manager providing operational relationship management at Thrive, a tech outsourcing provider. Ensuring client satisfaction and supporting retention for mid-market organizations in technology.
Responsibilities:
- Manage day-to-day client success KPIs within assigned client base, including case management within ServiceNow
- Participate in client onboarding, portal training, general Thrive education, and early engagement to ensure smooth adoption and initial value realization
- Act as an operational advocate, support during escalations and maintaining strong client relationships through proactive communication
- Monitor performance metrics (CSAT and NPS), identify trends, manage client communication and provide actionable insights to leadership
- Partner with Service Delivery and the Retention team on client quality improvement plans, and effectively work with the internal departments to achieve agreed upon enhancements and deliverables
Requirements:
- 5+ years in client success or technical program management within technology/SaaS
- Strong communication, analytical, and problem-solving skills
- Familiarity with ServiceNow, Salesforce and Microsoft Office
- 4-year college degree with 2 years client facing experience in a client success type of role partnering with service delivery teams is preferred
- In lieu of a degree, 5 years client facing experience in a client success type of role partnering with service delivery is required
Benefits:
- Competitive salaries
- Bonus eligibility
- Fair and equitable compensation practices
- Technology and healthcare industry involvement
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