[Hiring] Principal Customer Success Manager @Thrive Global

Role Description

The Customer Success Team is a driving force at Thrive. In this role, you oversee all post-sale phases of the customer lifecycle for large and strategic clients. The Principal Customer Success Manager is responsible for the successful delivery, adoption, and ongoing engagement of Thrive's technology solutions — and for helping customers realize meaningful, measurable outcomes over time. As we scale, AI is central to how this team works: not as a novelty, but as a force multiplier that raises the quality of every customer touchpoint, from executive prep to renewal strategy. You will oversee day-to-day customer relationships and will actively participate in retaining and growing them.

• 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.

Qualifications

• 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.

Benefits

• 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 $136,000-$165,000 range. Please note: We provide a competitive mix of salary, performance bonus, 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.