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. How You'll Contribute: 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. Who You Are: 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