Customer Success Manager, Thrive For Support Teams

Thrive is a behavior change technology company focused on improving well-being, performance, and mental resilience through its AI-powered platform. The Customer Success Manager will own named Thrive for Support Teams accounts end to end, leading implementation, integration, reporting, business reviews, renewals, and expansion.

Responsibilities:

• Own a portfolio of client relationships. Serve as the day-to-day point of contact for assigned accounts, build trusted relationships with key stakeholders and decision-makers, and maintain accountability for the overall health of each partnership
• Lead implementation and integration. Manage new client launches and technical integration work from start to finish, coordinating across Product, Engineering, and Data to keep timelines, dependencies, and go-live commitments on track
• Drive program execution. Manage ongoing client workstreams, maintain clear action plans, and identify and address risks before they affect delivery or the client experience
• Measure and communicate impact. Track engagement, adoption, and outcomes, translating the data into clear insights and recommendations for both clients and internal partners
• Lead strategic business reviews. Own the full business-review cycle and connect wellbeing and program insights to measurable business value, reinforcing the case for renewal and expansion
• Drive retention and growth. Develop account strategies, identify opportunities to deepen partnerships, and lead renewal and expansion conversations in collaboration with internal stakeholders
• Champion the client internally. Bring client feedback into product and roadmap discussions and partner with Sales, Legal, Security, and other teams to advance 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 including 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
• The ability to manage multiple client workstreams and competing deadlines with a high degree of organization and accountability
• Proficiency in Excel or Google Sheets and experience interpreting and presenting client or program data
• The ability to learn technical products and implementation processes quickly. Prior implementation or integration experience is helpful but not required; we provide structured onboarding and pair each new CSM with an implementation partner for their first several launches