Senior Customer Success Manager

🕒 May 21

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🟠 Senior

🏆 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 defined portfolio of customers across the lifecycle, including renewals and expansion • Use AI-assisted workflows to prepare for high-stakes executive meetings — synthesizing stakeholder context, key priorities, recommended narrative, and anticipated questions so every interaction is calibrated and confident • Translate Thrive research, product updates, and feature launches into client-ready narratives, talking points, and industry-specific positioning — leveraging AI to accelerate and sharpen that translation layer • Build executive-ready QBRs and engagement summaries by pulling from data, metrics, past interactions, and customer priorities — using AI to generate first drafts that are insight-led, not just reporting-led • Develop tailored quarterly campaign and engagement plans grounded in customer goals, industry context, and audience — using AI to scale ideation and execution without sacrificing quality • Turn call notes and internal inputs into polished follow-ups, recaps, and next-step communications efficiently and consistently • Build ROI-driven renewal decks and expansion proposals grounded in usage data, program outcomes, and business impact • Monitor engagement and feedback signals to proactively identify risks and expansion opportunities — bringing recommended actions, not just flags • Forecast renewals and expansion in partnership with Sales, using data and AI-generated insights to strengthen the narrative • Partner cross-functionally to deliver adoption, engagement, and value realization across Sales, Product, Marketing, and Leadership • Represent the voice of the customer and escalate risks appropriately • Contribute to CS playbooks, AI workflow best practices, and process improvements that raise the bar for the whole team

🎯 Requirements

• BA/BS degree or relevant work experience • 7–10+ years of demonstrated success in a customer success role, ideally with 2+ years at a SaaS technology company • Hands-on experience using AI tools in a professional context — meeting prep, communications, presentations, data synthesis, or customer strategy • Ability to critically evaluate and refine AI-generated outputs to match your voice, the customer's context, and Thrive's standards • Strong communication, analytical, problem-solving, and project management skills • Experience using Salesforce, G-Suite, Microsoft products, and Zoom • Working knowledge of tools like Coda and Looker is a plus • Experience with AI productivity platforms, customer health tooling, or workflow automation tools is a strong plus

🏖️ 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.