Senior Customer Success Manager

Thrive Global

Senior Customer Success Manager at Thrive, delivering and engaging with customers on AI-powered well-being technology. Managing renewals and driving meaningful outcomes throughout the customer lifecycle.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $125,000 - $150,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

BA/BS degree or relevant work experience
7–10+ years of demonstrated success in a customer success role, ideally with 2+ years at a SaaS technology company
Hands-on experience using AI tools in a professional context — meeting prep, communications, presentations, data synthesis, or customer strategy
Ability to critically evaluate and refine AI-generated outputs to match your voice, the customer's context, and Thrive's standards
Strong communication, analytical, problem-solving, and project management skills
Experience using Salesforce, G-Suite, Microsoft products, and Zoom
Working knowledge of tools like Coda and Looker is a plus
Experience with AI productivity platforms, customer health tooling, or workflow automation tools is a strong plus

Benefits

Comp & perks

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.
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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successAI toolsdata synthesisproject managementanalytical skillsproblem-solvingcommunicationspresentation skillsworkflow automationcustomer strategy

Soft Skills

strong communicationcritical evaluationcollaborationadaptabilityattention to detailstrategic thinkingproactive identificationnarrative developmentstakeholder managementengagement

Certifications

BA/BS degree