Senior Customer Success Manager
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Job Description
Senior Customer Success Manager driving customer engagement and adoption for Thrive's behavior change technology solutions. Responsible for managing complex customer relationships and ensuring high retention and growth.
Responsibilities:
- 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
- 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
Requirements:
- 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
Benefits:
- Medical, dental, and vision coverage plus a 401(k) program with company match.
- 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.
- Supportive environment with a range of wellness perks and benefits.
- Comprehensive and rewarding total compensation package.
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