Customer Success Manager

About Thrive

Thrive is a fast-growing software company based in Philadelphia with about half of its

employees distributed throughout the US. Our mission is to make hiring for executive

leadership positions easier, faster, and more equitable. Thrive's clients include some of the

world's largest search firms, venture capital/private equity firms, and corporate executive

recruitment teams.

Executive hiring is unlike typical staffing and recruiting. Most executives are passive

candidates, meaning they don't apply for positions. They are commonly found through

well-maintained networks and relationships. Unfortunately, most popular recruiting tools and

CRMs don't work well for this use case. Enter Thrive, purpose-built software for executive

recruiting and leadership talent management. We are aggressively investing in building

disruptive solutions that help talent professionals find the best leaders, build curated talent

networks, and place executives.

Thrive was born out of True, one of the fastest-growing organizations in the talent advisory

space.

True is a global platform of companies that optimizes value creation by placing executive

talent, developing business leaders, creating diverse and inclusive networks, and using

innovative technology to advance executive talent priorities. With offices in North America,

EMEA, & APAC, True's team of industry and functional experts leverage their deep networks to

connect companies with leading talent to transform businesses and industries.

We are aggressively investing in redefining our category by introducing disruptive products

and services that are built for and by our users.

We are looking for a highly motivated Customer Success Manager to serve as a strategic

partner and oversee key accounts and relationships. Your primary mission is to deeply

understand and proactively uncover the true business objectives and priorities of each client.

You will be responsible for reframing conversations away from product gaps and towards

maximizing value using the Thrive TRM platform-prescribing creative solutions, identifying

opportunities for growth, proactively managing their successful migration to the rearchitected

Thrive 2.0 platform, and ensuring high retention and successful customer outcomes. You're an

expert at optimizing and using the Thrive TRM platform, you'll serve as the main point of

contact for key decision makers, and you will analyze user activity and conduct business

reviews to help the customer achieve desired objectives.

About You:

• Strategic & Customer-Centric: You possess a genuine passion for driving customer

outcomes and maximizing value, deeply aligning with their business objectives.

• Proactive Problem-Solver: You are skilled at analyzing customer behavior and data to

identify risk and growth opportunities, proactively diagnosing complex issues, and

creating strategic solutions.

• Adaptable & Influential: You are comfortable in a dynamic, fast-paced environment and

eager to quickly master new technology and features, including the Thrive 2.0 platform.

• Communicator: You have excellent written communication and interpersonal skills, and

an ability to influence key stakeholders.

Why you'll love it here:

• Impact & Growth: You will have a major impact, contributing directly to the success of

our customers and our business. We offer the agility of a startup with the stability of a

larger, established company (part of True).

• Professional Development: Learning is an important part of our culture, and we offer

educational reimbursement for continuing education.

• Comprehensive Benefits: We offer a competitive salary and a robust benefits package,

including medical/dental/vision insurance, Health Savings Account with employer

contribution, 401(k) plan with company matching, FSA, and commuter benefits.

• Work Environment: We foster a supportive, inclusive environment, offering comforts

like always-stocked snacks and beverages, relaxed dress code, sit/stand desks, and

MacBook Pros.

This is a full-time position. You may choose to work in our office or work remotely from a home

office, but you must be authorized to work in the U.S. and operate a normal 8 hour working

day between the hours of 8am and 8pm EST.

Candidates must be available to participate in an in-person interview as part of the selection

process. This role requires finalists to meet onsite with key stakeholders to support a thorough

evaluation of experience, qualifications, and overall fit for the position. Flexibility to travel to one

of our office locations for this stage of the interview process is required.

Required Qualifications

• 5+ years of experience in Customer Success, Account Management, Client Relations, or a

customer-facing SaaS role

• Strong ability to build and maintain long-term client relationships with key stakeholders and

decision makers

• Experience analyzing customer usage data, identifying trends, and recommending solutions

to improve engagement and retention

• Excellent written and verbal communication skills with the ability to conduct business

reviews and present recommendations clearly

• Proven ability to manage multiple accounts and priorities in a fast-paced, dynamic

environment

• Strong problem-solving and troubleshooting skills with the ability to identify root causes and

deliver effective solutions

• Comfortable learning new technologies, software platforms, and product features quickly
• Demonstrated ability to identify opportunities for account growth, upselling, and expanded

services

• Highly organized, detail-oriented, and customer-focused with a passion for helping clients

succeed

• Experience working with CRM, TRM, ATS, or SaaS platforms preferred
• Bachelor's degree preferred

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.