Principal Customer Success Manager

Thrive is a leading behavior change technology company founded by Arianna Huffington in 2016 with the mission to end the stress and burnout epidemic. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 125 organizations in over 140 countries, from frontline and call center workers to executives at multinational companies.

If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.

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.
• Informally mentor and develop Senior and CSM-level teammates through deal reviews, account strategy sessions, and shared learnings from your own book of business.

• You're experienced at driving increased value for customers, and in finding ways to do that at scale — including through AI-powered workflows that elevate the quality of every interaction.
• You love the fast pace and excitement of a high-growth environment, and you embrace AI tools as a way to move faster and think bigger.
• You're obsessed with creating processes where none exist — and energized by the opportunity to build AI-assisted playbooks that the whole team can leverage.
• You're excited to get to the end of the year and celebrate how far we've come as a team — and as practitioners of a smarter, more scalable way to do this work.
• You operate with strong executive presence, trusted by customers at the highest levels of their organizations.
• You're a multiplier, not just a performer, you get energy from making the people around you better, and you leave every team process a little sharper than you found it.

• 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.
• Demonstrated experience acting as an informal leader or subject matter expert within a CS team, whether through mentorship, playbook development, process improvement, or cross-functional influence.

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 $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.

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.