Senior Customer Success Manager

The Senior CSM owns the customer relationship after the sale: delivery, adoption, ongoing engagement, renewals, and growth. This is a high-touch model. You will own a portfolio of roughly five to seven enterprise accounts so you can get deeply ingrained in each one, manage executive-level relationships, and act as a genuine strategic partner. AI is central to where we are taking this team. We are reengineering how Customer Success works so AI raises the quality of every touchpoint, from executive prep to renewal strategy, and this role helps lead that. We are looking for someone who wants to help build that way of working, not inherit a finished one! How You'll Contribute A defined portfolio of enterprise customers across the lifecycle, including the renewal and expansion number. Executive relationships, using AI to prepare: synthesizing stakeholder context, priorities, the recommended narrative, and likely questions so you walk into every high-stakes meeting calibrated. Client-ready storytelling: translating Thrive research, product updates, and data into industry-specific narratives, with AI sharpening the translation. Executive-ready QBRs, renewal decks, and expansion proposals grounded in usage data and business impact, not just activity reporting. Early detection of churn risk and expansion opportunity, bringing recommended actions rather than flags. Renewal and expansion forecasting with Sales, and cross-functional delivery with Product, Marketing, and Leadership. Qualifications & Skills BA/BS degree or relevant work experience 7 - 10+ years in customer success, ideally with two or more at a SaaS technology company. A track record of owning renewals, retention, or expansion on a small book of enterprise accounts, with deal sizes in the $100K to $5M range. We want a number you owned, not relationship management alone. Hands-on use of AI in your actual workflow (meeting prep, communications, decks, data synthesis) and the judgment to evaluate and refine what it produces rather than shipping raw output. You will help set the bar for how our CS team uses AI. Strong executive communication: you make the complex clear and you can hold your own in the room with senior stakeholders. US-based and eligible to work in the US, comfortable working Eastern hours. Who You Are Proactive and self-directed. You see what needs to happen and move, and you own work end to end. Adaptable in a fast-paced environment. You stay steady when priorities shift and there is no playbook. Naturally curious and always learning. You go looking for context, and you fold what you learn back into the work. Clear and compassionately direct. You simplify the complex and deliver hard messages with care. Gritty and entrepreneurial. You treat constraints as facts, not excuses, and you have a healthy relationship with setback. Mission-aligned. You have thought about wellbeing and human performance beyond the surface. ✨ 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 $125,000-$150,000 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. 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. Thrive Global