Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a specific portfolio of customers throughout their lifecycle, which includes renewals and expansions.

• Leverage AI-assisted workflows to prepare for critical executive meetings by synthesizing stakeholder context, key priorities, recommended narratives, and anticipated questions, ensuring every interaction is well-prepared and confident.

• Convert Thrive research, product updates, and feature launches into client-ready narratives, talking points, and industry-specific positioning, utilizing AI to enhance and expedite this translation process.

• Create executive-ready QBRs and engagement summaries by extracting data, metrics, past interactions, and customer priorities, employing AI to produce insight-driven first drafts rather than merely reporting data.

• Develop customized quarterly campaign and engagement plans based on customer objectives, industry context, and audience, using AI to scale the ideation and execution while maintaining high standards of quality.

• Transform call notes and internal inputs into polished follow-ups, summaries, and next-step communications efficiently and consistently.

• Construct ROI-focused renewal decks and expansion proposals based on usage data, program outcomes, and overall business impact.

• Track engagement and feedback signals to proactively uncover risks and opportunities for expansion, providing recommended actions instead of mere alerts.

• Collaborate with Sales to forecast renewals and expansions, utilizing data and AI-generated insights to enhance the narrative.

• Work cross-functionally to ensure adoption, engagement, and value realization are delivered across Sales, Product, Marketing, and Leadership.

• Act as the voice of the customer and appropriately escalate any risks.

• Contribute to the development of CS playbooks, AI workflow best practices, and process enhancements that elevate the team's performance.

⛳️ Requirements

• BA/BS degree or equivalent professional experience.

• 7–10+ years of proven success in a customer success role, preferably with at least 2+ years in a SaaS technology environment.

• Practical experience with AI tools in a professional setting, including meeting preparation, communications, presentations, data synthesis, or customer strategy.

• Ability to critically assess and refine AI-generated outputs to align with your voice, the customer's context, and Thrive's standards.

• Strong skills in communication, analytical thinking, problem-solving, and project management.

• Familiarity with Salesforce, G-Suite, Microsoft products, and Zoom.

• Knowledge of tools like Coda and Looker is advantageous.

• Experience with AI productivity platforms, customer health tools, or workflow automation tools is highly beneficial.

🏝️ Benefits

• Mission-Driven Impact: Join a company making a meaningful difference in people's lives globally.

• Career Growth: Advance within the organization and play a role in shaping our growth strategy.

• Human-Centric Culture: Thrive in a nurturing environment that offers various wellness perks and benefits.

• Competitive Compensation: Benefit from a comprehensive and rewarding total compensation package.

• Health & Financial Benefits: Access medical, dental, and vision coverage along with a 401(k) plan that includes company matching.

• Time to Recharge: Enjoy generous paid time-off programs designed to help you rest and recuperate, including Thrive Time, a unique benefit that provides additional paid time off after significant projects or intense work periods to recharge and recover.