Thrive Global

Program Manager

• Own the master tracker and governance cadence across every advisory services account and pipeline.
• Ensure every deliverable lands on time, on spec, and on budget.
• Drive execution of pharma tentpole activations.
• Manage vendors, budgets, invoicing, MLRO submissions, and client review workflows.
• Draft client-ready communications work product as the primary author — annual comms plans, tentpole comms strategies, executive briefing materials, media narratives, status decks, governance review documents, and activation plans.
• First drafts come out of your hands at 80% complete; leadership refines rather than rebuilds.
• Translate strategic direction into executable briefs for the Communications and Content tactical teams supporting social, content, event planning, production, and PR — with clear context, deadlines, and success criteria so execution lands on strategy.
• Collaborate with the Global Head of Strategic Health Partnerships to scope new advisory services opportunities.
• Support the closing of new partnerships and onboard pipeline accounts.
• Your program management discipline, MLRO fluency, and governance ownership are the primary factors determining whether we deliver on our commitments — and whether clients renew.
• You own day-to-day execution and escalate only what genuinely requires their input.

Program Director, Health

Customer Success Manager

• 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.

Principal Customer Success Manager

• 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

Program Director, Health

Principal Customer Success Manager

Senior Customer Success Manager