Principal Customer Success Manager

Thrive Global

Principal Customer Success Manager overseeing customer lifecycle for large enterprise clients at Thrive. Responsible for driving engagement and adoption of AI-powered behavior change solutions.

Posted 5/22/2026full-timeRemote • 🇺🇸 United StatesLead💰 $136,000 - $165,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Experienced in deploying complex, company-wide client engagements across multiple countries — including those involving AI-powered platforms — ensuring executive and administrative stakeholder alignment that activates renewals, expansions, and referrals.
Ability to confidently and effectively speak with customers of all levels (including CEOs, Owners & VPs), including strategic conversations about AI adoption, change management, and the business case for intelligent tools.
Experience managing deal sizes ranging from $500K to $5M.
A track record of building successful, long-term client relationships with consistently high NPS and low churn.
Equipped with an exceptional ability to prioritize, manage time, and anticipate needs — increasingly with the support of AI productivity tools.
Strong communication, analytical, problem-solving, and project management skills.
A history of organizational excellence and a desire to continuously evaluate and improve existing processes — including identifying where AI can reduce manual effort and increase team scale.
Comfortable receiving and providing compassionately direct feedback.
Passionate about changing how we work and live, with a demonstrated interest in wellbeing, 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 — energized by the possibilities AI brings to the field.
Demonstrated experience acting as an informal leader or subject matter expert within a CS team, whether through mentorship, playbook development, process improvement, or cross-functional influence.

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

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI toolsdata analysiscustomer lifecycle managementchange managementproject managementclient engagementbusiness case developmentROI analysisworkflow automationcustomer success strategy

Soft Skills

communicationanalytical thinkingproblem-solvingtime managementrelationship buildingmentorshiporganizational excellencefeedback deliverystrategic thinkingentrepreneurial spirit