Principal Customer Success Manager

🕒 May 22

🇺🇸 United States – Remote

💵 $136k - $165k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Thrive Global

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

⚡ Productivity

🧘 Wellness

🏢 Enterprise

💰 $80M Series C on 2021-07

Productivity • Wellness • Enterprise

Thrive Global is a company dedicated to improving productivity and well-being through behavior change and mental wellness solutions. Their comprehensive platform focuses on diagnosing and treating burnout, building resilient cultures, and leveraging behavior change tools that are integrated into daily workflows. Thrive Global partners with leading scientists to inform their solutions and collaborates with top global companies to embed well-being practices directly in the flow of work. They offer integrations with popular platforms like Microsoft Teams, Slack, and Webex to support employee mental health and well-being at all levels of an organization, from frontline workers to executives.

📋 Description

• Own a portfolio of 3–5 large enterprise customers and manage these relationships across all phases of the customer lifecycle, using AI tools to stay ahead of health signals, risks, and expansion opportunities. • Consult and guide customers to ensure Thrive solutions are successfully adopted and optimized — including helping senior leaders understand the business case for AI-enabled behavior change and wellbeing programs. • Partner closely with the sales team to close expansion opportunities and renewals, leveraging AI-generated ROI narratives, renewal decks, and expansion proposals grounded in usage data and program outcomes. • Analyze customer data and use AI-assisted insights to showcase value realized from Thrive solutions, including through executive-level business reviews that go beyond reporting to tell a compelling story. • Use AI tools to convert internal Thrive research, product updates, and features into polished, client-ready narratives, talking points, and industry-specific positioning — scaling the quality of every external touchpoint. • Build tailored executive prep for high-stakes customer meetings — using AI to synthesize stakeholder context, anticipated questions, and recommended narratives so every conversation counts. • Create "raving fans" and highlight each customer's success internally and externally as permitted. • Represent the "voice of the customer" and share key insights cross-functionally, using AI-assisted analysis to identify patterns and influence CS strategy, playbooks, and operating model. • Work cross-functionally with Product Management to ensure customer requirements and product feedback are captured — bringing an AI-informed perspective to what's working and what customers need next. • Uncover mechanisms for increasing the value of your customer portfolio through marketing initiatives, references, partnerships, and market advocacy. • Bring best practices and new ideas for how to deliver and drive adoption of Thrive's solutions at scale — including building AI-powered workflows the broader CS team can adopt. • Informally mentor and develop Senior and CSM-level teammates through deal reviews, account strategy sessions, and shared learnings from your own book of business.

🎯 Requirements

• Experienced in deploying complex, company-wide client engagements across multiple countries — including those involving AI-powered platforms — ensuring executive and administrative stakeholder alignment that activates renewals, expansions, and referrals. • Ability to confidently and effectively speak with customers of all levels (including CEOs, Owners & VPs), including strategic conversations about AI adoption, change management, and the business case for intelligent tools. • Experience managing deal sizes ranging from $500K to $5M. • A track record of building successful, long-term client relationships with consistently high NPS and low churn. • Equipped with an exceptional ability to prioritize, manage time, and anticipate needs — increasingly with the support of AI productivity tools. • Strong communication, analytical, problem-solving, and project management skills. • A history of organizational excellence and a desire to continuously evaluate and improve existing processes — including identifying where AI can reduce manual effort and increase team scale. • Comfortable receiving and providing compassionately direct feedback. • Passionate about changing how we work and live, with a demonstrated interest in wellbeing, 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 — energized by the possibilities AI brings to the field. • Demonstrated experience acting as an informal leader or subject matter expert within a CS team, whether through mentorship, playbook development, process improvement, or cross-functional influence.

🏖️ Benefits

• 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.