Customer Success Leader Role Overview
The Customer Success Team is a driving force in overseeing all phases of the customer lifecycle following acquisition.
* Serve as a strategic thought partner to customers, not just an execution lead.
* Owns a defined portfolio of high-revenue or strategically critical accounts and leads renewal and expansion strategy with minimal oversight.
* Drives internal alignment across Sales, Product, Marketing, and Leadership for priority accounts and ensures executive trust through complex account stability and team-wide impact.
Job Description:
This role oversees day-to-day customer relationships ensuring successful delivery, adoption, ongoing engagement of technology solutions to customers. Responsible for retaining growing customer relationships by owning timelines risks managing launches programs leads QBRs cross-functionally delivering value realization represents voice escalates risks appropriately contributes CS playbooks process improvements owns most complex high-revenue strategically critical accounts drives executive alignment large multi-stakeholder organizations anticipates mitigates risk impacts retention expansion serves thought leader prioritizes manages time anticipating needs equipped organizational excellence continuously evaluates improves existing processes comfortable receiving providing direct feedback passionate changing how we work live demonstrated interest topics relating Thrive Global mission including well-being productivity neuroscience psychology performance wisdom overall passionate proven confident operational customer success leader optimistic problem-solving mindset entrepreneurial spirit.
Required Skills & Qualifications:
1. Demonstrated experience deploying complex company-wide client engagements ensure executive administrative stakeholder alignment support those engagements show value activates renewals expansions referrals.
2. Experience managing deal sizes ranging from $100k to $5 M track record building successful long-term client relationships consistently NPS low churn.
3. Bachelor's degree relevant work experience strong communication analytical problem-solving project management skills using Salesforce G-Suite Microsoft products Zoom working knowledge data & /or customer management tools like Coda Looker plus benefits Mission Driven Impact part making difference people lives around world that truly makes impact global community.