Client Success Manager

Position Overview

The Client Success Manager is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CSM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success.

• Build and maintain strategic relationships with key customer stakeholders to understand business challenges, pain points, and desired outcomes.
• Deliver measurable business value by driving customer success, optimizing adoption of Thrive services, and ensuring best-practice utilization across the customer environment.
• Partner with internal teams to resolve complex customer issues, manage escalations, and ensure customer expectations are met.
• Oversee onboarding, training, enablement, and advocacy initiatives to promote engagement and long‑term customer satisfaction.
• Manage account health and contract performance, including P&L oversight, retention, NPS/CSAT, engagement, and customer health metrics.
• Identify opportunities to expand revenue, improve lifetime value, and drive successful contract renewals.
• Utilize tools such as Service Now and Customer Gauge to monitor customer performance and support strategic account management.

• 5+ years of experience in customer relationship management, customer success, or Client Delivery Management, preferably within managed services.
• Strong knowledge of business operations, project management, process improvement, risk management, and end‑to‑end change management.
• Solid business and financial acumen, including experience managing account P&L and driving commercial outcomes.
• General understanding of technology, managed services, and IT service management; ITIL/ITSM certification preferred.
• Familiarity with Agile methodology, Lean Six Sigma, and related continuous improvement practices.
• Proficiency with customer success and service management platforms such as Service Now and Customer Gauge.
• Bachelor’s degree in a related field preferred, or equivalent combination of education and experience.