Principal Customer Success Manager
Thrive Global
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $136,000 - $165,000 per year
Job Level
About the role
- Own a portfolio of 3 - 5 large enterprise customers and manage these relationships as they move through all phases of the customer lifecycle.
- Consult and guide customers to ensure that Thrive solutions are successfully adopted and optimized within the customer's business over time.
- Partner closely with the sales team to close expansion opportunities and renewals.
- Analyze customer data and seek opportunities to showcase value realized from the Thrive solutions, including through regular business reviews with the customer.
- Create “raving fans” and highlight each customer’s success internally and externally as permitted.
- Represent the “voice of the customer” and share key insights to ensure that each customer is successful.
- Work cross-functionally with Product Management to ensure that customer requirements and product feedback are captured.
- Uncover mechanisms for increasing the value of your customer portfolio to the company through marketing initiatives, references, partnerships, market advocacy, social networking, etc.
- Bring best practices and new ideas for how to deliver and drive adoption of Thrive’s solutions at scale.
Requirements
- Experienced in deploying complex company-wide client engagements across multiple countries, ensuring executive and administrative stakeholder alignment to support those engagements, and consistently showing value that activates renewals, expansions, and referrals.
- Ability to confidently and effectively speak with customers of all levels (including CEO’s, Owners & VPs), managing everything from escalations to complex growth opportunities.
- Experience managing deal sizes ranging from $500k to $5M.
- A track record of building successful, long-term client relationships, and consistently ensuring high NPS and low churn.
- Equipped with an exceptional ability to prioritize, manage time and anticipate needs.
- Strong communication, analytical, problem-solving and project management skills.
- A history of organizational excellence and a desire to continuously evaluate and improve existing processes.
- Comfortable receiving and providing compassionately direct feedback.
- Passionate about changing how we work and live and a demonstrated interest in topics relating to Thrive’s mission, including well-being, productivity, neuroscience, psychology, managing technology, performance and wisdom.
- An overall passionate, proven, confident, operational customer success leader with an optimistic, problem-solving mindset and entrepreneurial spirit.
Benefits
- 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.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer lifecycle managementdata analysisproject managementclient engagementbusiness reviewscustomer success strategiesrenewal managementexpansion opportunitiesNPS trackingchurn reduction
Soft Skills
communicationanalytical thinkingproblem-solvingtime managementorganizational excellencerelationship buildingfeedback deliveryadaptabilityleadershipentrepreneurial spirit