Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Customer Success Management ServiceNow Client Services Cross-Functional Collaboration KPI Reporting Business Communication Salesforce Escalation Management End-User Training And Support Account Management +16 more

Other Skills

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Program Management
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Microsoft Office
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Customer Service
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Communication
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Analytical Skills
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Teamwork
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Relationship Management
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Problem Solving

Roles & Responsibilities

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 role partnering with service delivery teams (preferred).

Requirements:

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, and collaborate with internal teams to drive improvements and deliverables.

Thrive*

About Thrive*

Thrive is a leading provider of NextGen managed services designed to drive business outcomes through application enablement and optimization. The company’s Thrive5 Methodology utilizes a unique combination of its Application Performance Platform and strategic services to ensure each business application takes advantage of technology that enables peak performance, scale, and security. Hundreds of clients rely on Thrive to drive operational efficiencies, security compliance, high availability, and hardened reliability, both on-premise and in the Cloud. The company’s proven approach to managed services enables enterprises all of sizes to realize their goals, for today and tomorrow.

Company type: Large

Founded: 2018

Company size: 1001 - 5000

Website LinkedIn See all jobs →

Job description

Thrive is a NextGen global technology outsourcing provider that empowers small and mid-market organizations to transform their technology into a strategic advantage. Offering a breadth of services from AI and cybersecurity to cloud, compliance, and traditional MSP/MSSP solutions, Thrive’s team of seasoned experts develop strategies that standardize, scale, and automate technology to achieve outsized ROI. From advisory services to a 24×7×365 SOC and NOC, Thrive provides end-to-end IT and cybersecurity management so clients can focus on innovation and growth.

Location: Remote/EST daylight hours

Position Overview:
The Client Success Manager serves as a trusted advisor, ensuring client satisfaction, supporting retention, and alignment with business objectives. This role combines operational relationship management and coordination, to play a key role in delivering measurable outcomes.

Primary Responsibilities:

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.

Qualifications:

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.

What Sets Us Apart:
Thrive is more than just a company; it's a testament to the power of technology and human collaboration. We deliver exceptional white glove, personalized service through our local POD approach of subject matter experts. Our journey is marked by continuous evolution, innovation, and an unwavering dedication to achieving technological excellence for our clients.

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

Thrive is committed to providing fair and equitable compensation practices for all employees and strive to provide competitive salaries that reflect the value and skills each team member brings to our organization. Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.

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.

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