Founded by Arianna Huffington in 2016, Thrive Global is a leading behavior change technology company with the mission to improve productivity and health outcomes – one Microstep at a time. 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 200 organizations in over 160 countries, from frontline and call center workers to executives at multinational companies. For more information, visit www.thriveglobal.com.

About This Role

The Director of Customer Success is a critical leader within Thrive Global, overseeing a growing team of Customer Success Managers (CSMs) who manage all phases of the customer lifecycle post-sale. This role is responsible for driving the overall success, retention, and growth of our customer relationships by ensuring the consistent delivery of Thrive’s solutions — including both technology and content offerings — across our client base.

The Director will provide strategic guidance, coaching, and operational oversight to the CSM team, ensuring they are equipped to deliver exceptional value to our customers at every stage. This leader will work cross-functionally with Sales, Product, Marketing, and Content teams to strengthen the customer experience, expand program adoption, and drive revenue retention and growth.

What You’ll Do

• Lead and manage a high-performing team of Customer Success Managers (CSMs), providing coaching, mentorship, and ongoing development to drive individual and team success.
• Drive the evolution of Customer Success at Thrive Global by leading key internal initiatives, building scalable processes, and strengthening customer-facing playbooks.
• Act as a trusted advisor to key customers, guiding them on how to best adopt, activate, and optimize Thrive’s offerings to achieve strategic goals.
• Expand customer relationships by cultivating executive and stakeholder connections, driving deeper engagement across business units.
• Support team in leveraging customer data and insights to demonstrate impact, drive adoption, and lead outcome-driven Business Reviews.
• Collaborate closely with Sales to drive expansion, cross-sell, and renewal opportunities, ensuring commercial growth across the portfolio.
• Turn customers into advocates, elevating their stories internally and externally (with permission) through case studies, references, and marketing collaboration.
• Champion the voice of the customer, synthesizing feedback to inform Product, Content, and GTM strategy.
• Partner with Product and Engineering teams to ensure customer needs and feature feedback are captured and prioritized.
• Monitor portfolio health, using tools and metrics to manage risk, track performance, and maintain high retention and satisfaction levels.

About You

• Proven success in hyper-growth, high-energy, and fast-paced environments, with the ability to lead through change and ambiguity.
• Customer-obsessed leader with a passion for delivering simple, impactful solutions that drive meaningful outcomes.
• Prior experience managing a team and overseeing a portfolio of high-value customer relationships, ideally in enterprise or complex account settings.
• Background in deployment, implementation, or consulting services — especially with a focus on communications, behavior change, and change management.
• Strong project management and work planning skills, with the ability to scope, prioritize, and execute across multiple initiatives.
• Proven ability to build strategic relationships and influence decision-makers across multiple stakeholders within large, matrixed organizations.
• Highly skilled at delivering concise, executive-ready, and action-oriented communication — both written and verbal.
• Demonstrated success working cross-functionally across multiple work streams (e.g., Sales, Product, Marketing, Content).
• Willingness and flexibility to travel for in-person customer meetings and strategic relationship building.
• Brings a high level of professionalism, ownership, and positivity — a true ‘Thriver’ who leads by example.
• Communicates with compassionate directness, providing feedback and direction that is both honest and human-centered.
• A life-long learner who is tech-savvy and passionate about topics such as well-being, productivity, neuroscience, psychology, or high performance.
• Comfortable contributing to team strategy, setting goals, and using data to track and optimize performance over time.

Desired Qualifications

• BA/BS degree or equivalent relevant work experience; advanced degree a plus
• 8+ years of progressive experience in SaaS technology and/or media, with a strong track record in account management, customer success, consulting, or change management roles
• Proven experience leading and developing high-performing teams, ideally in enterprise customer-facing roles
• Exceptional communication, analytical, problem-solving, and project management skills, with the ability to influence at all levels of an organization
• Demonstrated success managing complex, high-value customer relationships and executive stakeholder engagement
• Comfortable working in a fast-paced, evolving environment with the ability to prioritize and execute across multiple work streams
• Working knowledge of customer success and productivity tools, including Salesforce.com, Confluence, G-Suite, and project/work planning platforms (e.g., Asana, Smartsheet, Monday.com, etc.)
• Experience using data and customer insights to drive strategy, optimize engagement, and demonstrate ROI
• Familiarity with customer journey design, onboarding frameworks, and success planning best practices

Compensation for this role depends on level, and will likely fall in the $160-180k range. We provide a competitive mix of salary, performance bonus, and equity

Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work.

Thrive is proud to ensure equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state or local law.

Thrive is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Thrive’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.