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Senior Customer Success Manager (Remote)

Location Chicago, United States
Posted 01-October-2021
Description
Thrive Global is the leading behavior change technology company helping individuals and companies reach peak performance, ultimately ending the stress and burnout epidemic. We're leading the global conversation about well-being and performance and creating tools that help people go from knowing what to do to actually doing it.

The Customer Success Team is a driving force at Thrive Global. This growing team of Customer Success Managers (CSMs) oversees all phases of the customer lifecycle following the acquisition of a new customer. The CSM is responsible for the successful delivery, adoption, and ongoing engagement of Thrive's technology solutions to customers and ensuring these solutions continue to be successful for the customer over time. You will oversee day-to-day customer relationships and you will actively participate in retaining and growing customer relationships.

Who You Are:

* You're experienced at driving increased value for customers, and in finding ways to do that at scale.
* You love the fast pace and excitement of a high-growth environment.
* You're obsessed with creating processes where none exist.
* You're excited to get to the end of the year and celebrate how far we've come as a team.

How You'll Contribute:

* Own a portfolio of customers and manage these relationships as they move through all phases of the customer lifecycle.
* Consult and guide customers to ensure that Thrive solutions are successfully adopted and optimized within the customer's business over time.
* Partner closely with the sales team to close expansion opportunities and renewals.
* Analyze customer data and seek opportunities to showcase value realized from the Thrive solutions, including through regular business reviews with the customer.
* Create 'raving fans' and highlight each customer's success internally and externally as permitted.
* Represent the 'voice of the customer' and share key insights to ensure that each customer is successful.
* Work cross-functionally with Product Management to ensure that customer requirements and product feedback are captured.
* Uncover mechanisms for increasing the value of your customer portfolio to the company through marketing initiatives, references, partnerships, market advocacy, social networking, etc.

Must Haves:

* Experienced in deploying complex company-wide client engagements, ensure executive and administrative stakeholder alignment to support those engagements, and consistently show value that activates renewals, expansions, and referrals.
* Experience managing deal sizes ranging from $100k to $5M
* A track record of building successful, long-term client relationships, and consistently ensuring high NPS and low churn.
* Equipped with an exceptional ability to prioritize, manage time and anticipate needs
* A history of organizational excellence and a desire to continuously evaluate and improve existing processes.
* Comfortable receiving and providing compassionately direct feedback
* Passionate about changing how we work and live and a demonstrated interest in topics relating to Thrive Global's mission, including well-being, 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

Nice to Haves:

* BA/BS degree or relevant work experience
* 5+ years demonstrated success in customer success role, ideally with 2+ at a SaaS technology company
* Strong communication, analytical, problem-solving and project management skills
* Experience using Salesforce, G-Suite, and Microsoft products (Powerpoint, Excel)
* Working knowledge of other data and/or customer management tools like Confluence and Looker is a plus

What We Offer:

* Being part of a mission-driven company that's truly making a difference in the lives of people around the world
* Ability to develop within the company and shape our growth strategy
* A human-centric culture with a range of wellness perks and benefits
* A competitive compensation package
* Medical, dental and vision coverage + 401k program with company match
* Generous paid time-off programs

Our Mission

Thrive Global's mission is to end the stress and burnout epidemic by offering companies and individuals sustainable, science-based solutions to enhance well-being, performance, and purpose, and create a healthier relationship with technology. Recent science has shown that the pervasive belief that burnout is the price we must pay for success is a delusion. We know, instead, that when we prioritize our well-being, our decision-making, creativity, and productivity improve dramatically. Thrive Global is committed to accelerating the culture shift that allows people to reclaim their lives and move from merely surviving to thriving.

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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