Customer success manager, thrive for support teams

Thrive for Support Teams (TST) is a dedicated area of our business focused on frontline support organizations, primarily contact centers and the teams that support them inside large enterprises. We’ve built purpose-built software for these users, designed around how they actually work and what wellbeing looks like in a high-volume, high-pressure environment.

We are hiring a Customer Success Manager to own a portfolio of named TST accounts end to end. You will be the clients primary partner from launch through renewal: running implementation and integration, reporting on progress, leading business reviews, and growing the relationship over time.

TST has clear process and structure already in place, and we are actively building on it. You will inherit a working foundation, not a blank page, and we are looking for someone detail oriented enough to keep things moving day to day while making the process sharper as they go. This role is a strong fit for someone who likes owning the full arc of a client relationship, is comfortable learning a technical product quickly, and wants clear ownership of their book of business.

Who You Are

You are an end-to-end relationship owner. You enjoy managing the full arc of the client journey and take responsibility for delivering a consistently strong experience from implementation through renewal and expansion.

You are a structured, detail-oriented operator. You keep multiple workstreams moving, make commitments and dependencies visible, and follow through reliably—without losing sight of the broader client strategy.

You communicate with clarity and confidence. You translate technical details and data into straightforward business language, adapt your message to different audiences, and can lead an executive business review with credibility.

You are proactive and resourceful. You are comfortable navigating ambiguity, finding answers, making sound decisions with incomplete information, and driving issues through resolution.

You are both process-minded and improvement-oriented. You value established processes and documentation while continually looking for ways to make the work more efficient, scalable, and effective.

You are a strong cross-functional partner. You build productive relationships across Product, Engineering, Data, Sales, Legal, and Security and know how to move work forward through influence.

You are comfortable with data. You can interpret engagement and outcomes data, identify meaningful trends, and turn insights into clear recommendations and compelling client stories.

You are commercially minded. You understand how strong program delivery translates into retention and growth, and you are comfortable building the value case and leading renewal, pricing, and contract conversations.

How You'll Contribute:

• Own a portfolio of client relationships. Serve as the day-to-day point of contact for assigned accounts, build trusted relationships with key stakeholders and decision-makers, and maintain accountability for the overall health of each partnership.
• Lead implementation and integration. Manage new client launches and technical integration work from start to finish, coordinating across Product, Engineering, and Data to keep timelines, dependencies, and go-live commitments on track.
• Drive program execution. Manage ongoing client workstreams, maintain clear action plans, and identify and address risks before they affect delivery or the client experience.
• Measure and communicate impact. Track engagement, adoption, and outcomes, translating the data into clear insights and recommendations for both clients and internal partners.
• Lead strategic business reviews. Own the full business-review cycle and connect wellbeing and program insights to measurable business value, reinforcing the case for renewal and expansion.
• Drive retention and growth. Develop account strategies, identify opportunities to deepen partnerships, and lead renewal and expansion conversations in collaboration with internal stakeholders.
• Champion the client internally. Bring client feedback into product and roadmap discussions and partner with Sales, Legal, Security, and other teams to advance contracts, data agreements, and escalations.

Must Haves:

• A bachelor’s degree or equivalent relevant professional experience.
• At least 5 years of demonstrated success in customer success, account management, or a comparable client-facing role, ideally including 2 or more years at a SaaS technology company.
• Experience independently owning named accounts within a SaaS, health technology, or enterprise services organization.
• Experience carrying or directly contributing to a renewal or growth target.
• Strong executive communication and presentation skills, including experience leading business reviews.
• The ability to manage multiple client workstreams and competing deadlines with a high degree of organization and accountability.
• Proficiency in Excel or Google Sheets and experience interpreting and presenting client or program data.
• The ability to learn technical products and implementation processes quickly. Prior implementation or integration experience is helpful but not required; we provide structured onboarding and pair each new CSM with an implementation partner for their first several launches.

What We Offer:

• 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.

Compensation:

Base compensation for this role will likely fall in the $96,000-$118,000 range. Please note: We provide a competitive mix of salary, variable compensation, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance.

Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work.

Thrive is proud to ensure equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state or local law.

Thrive is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Thrive’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.