Customer Success Manager
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Job Description
Customer Success Manager owning implementation, adoption, renewals, and growth for enterprise support teams using Thrive’s AI-powered wellbeing platform.
Responsibilities:
- Own a portfolio of named client relationships end to end
- Serve as the day-to-day point of contact for assigned accounts
- Build trusted relationships with key stakeholders and decision-makers
- Lead new client launches and technical integration work from start to finish
- Coordinate with Product, Engineering, and Data to keep timelines, dependencies, and go-live commitments on track
- Manage ongoing client workstreams and maintain clear action plans
- Identify and address risks before they affect delivery or the client experience
- Track engagement, adoption, and outcomes
- Translate data into insights and recommendations for clients and internal partners
- Lead the full strategic business-review cycle
- Connect wellbeing and program insights to measurable business value
- Develop account strategies and identify opportunities to deepen partnerships
- Lead renewal and expansion conversations with internal stakeholders
- Bring client feedback into product and roadmap discussions
- Partner with Sales, Legal, Security, and other teams on contracts, data agreements, and escalations
Requirements:
- 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 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
- Ability to manage multiple client workstreams and competing deadlines with a high degree of organization and accountability
- Proficiency in Excel or Google Sheets
- Experience interpreting and presenting client or program data
- Ability to learn technical products and implementation processes quickly
- Prior implementation or integration experience is helpful but not required
- Ability to work in the United States
Benefits:
- Mission-driven impact
- Career growth and development opportunities
- Supportive, human-centric work environment
- Wellness perks and benefits
- Medical, dental, and vision coverage
- 401(k) program with company match
- Generous paid-time-off programs
- Thrive Time: additional paid time off after major projects or intense work periods
- Variable compensation and equity as part of the total compensation package
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