Senior Customer Success Manager

Thrive Global is a behavior change technology company focused on improving productivity, health outcomes, and mental resilience through its AI-powered platform. The Senior Customer Success Manager owns a portfolio of enterprise customers, managing delivery, adoption, executive relationships, renewals, and expansion while helping develop AI-enabled Customer Success practices.

Responsibilities:

• A defined portfolio of enterprise customers across the lifecycle, including the renewal and expansion number
• Executive relationships, using AI to prepare: synthesizing stakeholder context, priorities, the recommended narrative, and likely questions so you walk into every high-stakes meeting calibrated
• Client-ready storytelling: translating Thrive research, product updates, and data into industry-specific narratives, with AI sharpening the translation
• Executive-ready QBRs, renewal decks, and expansion proposals grounded in usage data and business impact, not just activity reporting
• Early detection of churn risk and expansion opportunity, bringing recommended actions rather than flags
• Renewal and expansion forecasting with Sales, and cross-functional delivery with Product, Marketing, and Leadership

Requirements:

• BA/BS degree or relevant work experience
• 7 - 10+ years in customer success, ideally with two or more at a SaaS technology company
• A track record of owning renewals, retention, or expansion on a small book of enterprise accounts, with deal sizes in the $100K to $5M range
• Hands-on use of AI in your actual workflow (meeting prep, communications, decks, data synthesis) and the judgment to evaluate and refine what it produces rather than shipping raw output
• Strong executive communication: you make the complex clear and you can hold your own in the room with senior stakeholders
• US-based and eligible to work in the US
• Proactive and self-directed. You see what needs to happen and move, and you own work end to end
• Adaptable in a fast-paced environment. You stay steady when priorities shift and there is no playbook
• Naturally curious and always learning. You go looking for context, and you fold what you learn back into the work
• Clear and compassionately direct. You simplify the complex and deliver hard messages with care
• Gritty and entrepreneurial. You treat constraints as facts, not excuses, and you have a healthy relationship with setback
• Mission-aligned. You have thought about wellbeing and human performance beyond the surface
• ideally with two or more at a SaaS technology company