Client Success Manager

• Manage day-to-day client success KPIs within assigned client base, including case management within ServiceNow.   

• Participate in client onboarding, portal training, general Thrive education, and early engagement to ensure smooth adoption and initial value realization. 

• Act as an operational advocate, support during escalations and maintaining strong client relationships through proactive communication.  

• Monitor performance metrics (CSAT and NPS), identify trends, manage client communication and provide actionable insights to leadership. 

• Partner with Service Delivery and the Retention team on client quality improvement plans, and effectively work with the internal departments to achieve agreed upon enhancements and deliverables. 

• This role is not responsible for sales but will partner heavily with the account management team. 

• 5+ years in client success or technical program management within technology/SaaS working with Service Delivery teams. 

• Strong communication, analytical, and problem-solving skills. 

• Familiarity with ServiceNow, Salesforce and Microsoft Office. 
• 4-year college degree with 2 years client facing experience in a client success type of role partnering with service delivery teams is preferred. In lieu of a degree, 5 years client facing experience in a client success type of role partnering with service delivery is required.

• A Proven M&A Record: Thrive has completed 26 acquisitions since 2016, with a 95% employee retention rate within 12 months from acquired companies

• A Wide Customer Base and Global Reach: Thrive serves 2600+ customers around the world, primarily mid-market and sophisticated SMBs. Thrive has a global footprint with offices in multiple countries, including the US, UK, Canada, Australia, Singapore, Hong Kong, and the Philippines

• Leading Cloud and Technology Platform Alliances: Thrive offers comprehensive NextGen cloud solutions, including support for major platforms like Microsoft Azure and AWS public cloud, as well as its own enterprise-class private and hybrid cloud offerings

Base Salary Range: $60,000-75,000 (bonus eligible)  

Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.