Senior Customer Success Manager

We are looking for someone who wants to help build that way of working, not inherit a finished one!

- 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.

- BA/BS degree or relevant work experienc e - 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.

- 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.

Base compensation for this role will likely fall in the $125,000-$150,000 range.