About Us:
Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!
Location: Remote/EST daylight hours
Position Overview:
The Client Success Manager is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CSM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success.
Responsibilities:
· Build and maintain strategic relationships with key customer stakeholders to understand business challenges, pain points, and desired outcomes.
· Deliver measurable business value by driving customer success, optimizing adoption of Thrive services, and ensuring best-practice utilization across the customer environment.
· Partner with internal teams to resolve complex customer issues, manage escalations, and ensure customer expectations are met.
· Oversee onboarding, training, enablement, and advocacy initiatives to promote engagement and long-term customer satisfaction.
· Manage account health and contract performance, including P&L oversight, retention, NPS/CSAT, engagement, and customer health metrics.
· Identify opportunities to expand revenue, improve lifetime value, and drive successful contract renewals.
· Utilize tools such as ServiceNow and CustomerGauge to monitor customer performance and support strategic account management.
Qualifications/Experience:
· 5+ years of experience in customer relationship management, customer success, or Client Delivery Management, preferably within managed services.
· Strong knowledge of business operations, project management, process improvement, risk management, and end-to-end change management.
· Solid business and financial acumen, including experience managing account P&L and driving commercial outcomes.
· General understanding of technology, managed services, and IT service management; ITIL/ITSM certification preferred.
· Familiarity with Agile methodology, Lean Six Sigma, and related continuous improvement practices.
· Proficiency with customer success and service management platforms such as ServiceNow and CustomerGauge.
· Bachelor’s degree in a related field preferred, or equivalent combination of education and experience.
Thrive is committed to providing fair and equitable compensation practices for all employees and strive to provide competitive salaries that reflect the value and skills each team member brings to our organization. Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.
Base Salary Range: $60,000-75,000 (bonus eligible)
Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.
Skills Required
- 5+ years in client success or technical program management in technology/SaaS
- Experience working with Service Delivery teams
- Strong communication, analytical, and problem-solving skills
- Familiarity with ServiceNow, Salesforce and Microsoft Office
- 4-year college degree or 5 years of client facing experience
Thrive Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thrive and has not been reviewed or approved by Thrive.
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Leave & Time Off Breadth — Paid annual leave and holidays are positioned as part of the standard offering, which can strengthen total rewards beyond base pay. Flexible schedules are also described as available, supporting work-life needs.
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Retirement Support — A 401(k) with company match is explicitly included in the benefits package, indicating employer participation in long-term savings. This feature can meaningfully add to overall compensation value for eligible employees.
Thrive Insights
What We Do
Thrive is a leading provider of NextGen managed services designed to drive business outcomes through application enablement and optimization. The company’s Thrive5 Methodology utilizes a unique combination of its Application Performance Platform and strategic services to ensure each business application takes advantage of technology that enables peak performance, scale, and security. Hundreds of clients rely on Thrive to drive operational efficiencies, security compliance, high availability, and hardened reliability, both on-premise and in the Cloud. The company’s proven approach to managed services enables enterprises all of sizes to realize their goals, for today and tomorrow.
