Senior Customer Success Manager

Thrive is a leading behavior change technology company founded by Arianna Huffington in 2016 with the mission to end the stress and burnout epidemic. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 125 organizations in over 140 countries, from frontline and call center workers to executives at multinational companies.If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.The Customer Success Team is a driving force at Thrive Global. This growing team of Customer Success Managers (CSMs) oversees all phases of the customer lifecycle following the acquisition of a new customer. The Senior Customer Success Manager is responsible for the successful delivery, adoption, and ongoing engagement of Thrive's technology solutions — and for helping customers realize meaningful, measurable outcomes over time. As we scale, AI is central to how this team works: not as a novelty, but as a force multiplier that raises the quality of every customer touchpoint, from executive prep to renewal strategy.You will oversee day-to-day customer relationships and are responsible for retaining and growing them over time.What You’ll Do:Owns a defined portfolio of customers across the lifecycle, including renewals and expansionUses 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 confidentTranslates 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 layerBuilds 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-ledDevelops tailored quarterly campaign and engagement plans grounded in customer goals, industry context, and audience — using AI to scale ideation and execution without sacrificing qualityTurns call notes and internal inputs into polished follow-ups, recaps, and next-step communications efficiently and consistentlyBuilds ROI-driven renewal decks and expansion proposals grounded in usage data, program outcomes, and business impactMonitors engagement and feedback signals to proactively identify risks and expansion opportunities — bringing recommended actions, not just flagsForecasts renewals and expansion in partnership with Sales, using data and AI-generated insights to strengthen the narrativePartners cross-functionally to deliver adoption, engagement, and value realization across Sales, Product, Marketing, and LeadershipRepresents the voice of the customer and escalates risks appropriatelyContributes to CS playbooks, AI workflow best practices, and process improvements that raise the bar for the whole teamSuccess looks like: Expansion-driven growth, executive trust, complex account stability, high-quality output at scale, and team-wide impact.Who You Are:Experienced in deploying complex, company-wide client engagements and ensuring executive and administrative stakeholder alignment that activates renewals, expansions, and referralsA natural communicator who can translate internal complexity — data, research, product updates — into compelling, customer-ready storiesEnergized by AI as a tool for doing your best work, not just faster work — you've used it to prep for meetings, draft communications, build presentations, or synthesize information, and you're always looking for smarter ways to apply itExperienced managing deal sizes ranging from $100K to $5MA track record of building successful, long-term client relationships with consistently high NPS and low churnEquipped with an exceptional ability to prioritize, manage time, and anticipate needsA history of organizational excellence and a genuine desire to continuously evaluate and improve existing processesComfortable receiving and providing compassionately direct feedbackPassionate about changing how we work and live, with a demonstrated interest in wellbeing, productivity, neuroscience, psychology, managing technology, performance, and wisdomAn overall passionate, confident, operational customer success leader with an optimistic, problem-solving mindset and entrepreneurial spiritDesired Qualifications:BA/BS degree or relevant work experience7–10+ years of demonstrated success in a customer success role, ideally with 2+ years at a SaaS technology companyHands-on experience using AI tools in a professional context — meeting prep, communications, presentations, data sy