Client Success Manager, Thrive
NextGen technology outsourcing provider
Job no longer available
NextGen technology outsourcing provider
1001+ employees
Job no longer available
1001+ employees
Company mission
To be recognized as the leading technology service provider to the Mid-Market and sophisticated SMB clientele around the world.
Role
Who you are
- University degree with Minimum 2 years client facing experience in a client success or account management type of role is required. In lieu of a degree, minimum 5 years client facing experience in a client success or account management type of role is required
- Strong professional interpersonal skills
- Excellent organizational and written communication skills including client-facing interaction
- Highly motivated, energetic with the ability to excel in a fast-paced changing environment
- Ability to interpret sales orders, SOWs and invoices Effectively be able to present this information and respond to questions from clients and internal employees
- Broad knowledge of Microsoft Office products. ServiceNow and Salesforce a plus
What the job involves
- The Client Success Manager is an integral part of the Account Management team that focuses on providing an exceptional client experience from onboarding throughout the time the client remains with Thrive
- The CSM will be responsible for building strong relationships with clients and understanding their needs
- The role also serves as an advocate for clients, ensuring any issues are resolved quickly and efficiently while handling tactical items related to accounts on a daily basis
- Manage day-to-day client success KPIs within assigned client base, including case management within ServiceNow
- Train new and existing clients on the Thrive Client Experience and Thrive Client Portal to ensure an optimum service delivery experience
- Collaborate with Project Management Organization for new client onboarding and change to services. This includes building the relationship with the client to position the CSM as a trusted partner
- Proactively follow-up with clients to ensure a positive experience through transactional CSAT surveys. Discover feedback trends to find opportunities to enhance our client’s experience with Thrive
- Partner with Account Manager on client quality improvement plans, and effectively work with the internal departments to achieve agreed upon enhancements and deliverables
- Manage client invoicing queries, including credit requests and upticking/downticking of quantities that may have an impact on invoicing
- Procurement quoting, including: workstations, peripherals, SSL certifications, firewall renewals, etc. utilizing Salesforce
- Serve as the client’s point of escalation, as needed
Salary benchmarks
Our take
Founded in 2001 as an IT service, Thrive has grown into an end-to-end solution for cybersecurity and Cloud offerings, helping businesses to evolve digitally and securely. Its services are used by the aerospace, social housing, education, retail and other industries.
Thrive has expanded its operations across North America, the Asia-Pacific, and Europe through more than 20 strategic acquisitions. Although it operates in a crowded field of customer experience and digital transformation companies, its numerous awards and robust portfolio have sustained its success for over two decades.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Comprehensive Benefits Package
- Paid Annual Leave and Holidays
- 401K and Company Match
- A Learning Company
- Smart and Diverse Environment
- Annual Company Events
- Flexible Schedules
- New Employee Referral Program
Company HQ
Foxborough, MA
Leadership
Bill McLaughlin
(CEO & Board Member)Bill previously co-founded The Jillian Fund where he served as the Chairman of the Board for 11 years. He also served as a Senior VP of Strategic & Major Accounts at Kaseya and as EVP & CTO of Managed Services at Atlantic Tomorrow's Office.
Scott Steele
(COO)Prior to joining Thrive in 2024, Scott spent 9 years at HP as VP & Head of Systems & Infrastructure, Contractual Systems, and Managed Services Systems, Digital & Transformation Organization. Before that he spent over 2 years at Hewlett-Packard as a Senior Director of Managed Services, WW Service Deliver & Infrastructure.
Michael Gray
(CTO & VP of Technology)Michael joined Thrive in 2007 as a Director of Network Operations, moving into the role of VP of Technology in 2016 before adding CTO to his title in 2017.
Joe Waleck
(CRO)Joe joined Thrive in 2023 as CCO, moving into the role of CSO in 2024 and CRO in 2025. Prior to this, he spent nearly 16 years at Presidio as the VP of Sales, 2 years at Cisco Systems as a Key Account Manager, and nearly 5 years at AT&T as a Client Business Manager.
Kristina O'Connell
(CMO)Kristina joined Thrive in 2023 as an EVP of Marketing before moving into the role of CMO in 2024. Previously, she founded acorn and served as a VP of Corporate Affairs & Marketing at Dascena.
Kimberly Saturley
(CPO)Prior to joining Thrive in 2025, Kimberly spent 4 years at Aqua Security as the Head of Americas & Global GTM HR, VP of People (American & Global GTM), and Chief HR Officer. She also served as the CPO at Medicus Healthcare Solutions and as Director of HR at Zerto.
Prior to joining Thrive in 2025, Nicholas was the Chief Legal Officer & Corporate Secretary at Transfix, VP & Deputy General Counsel at Advance and Counsel, Corporate Department at Paul, Weiss, Rifkind, Wharton & Garrison.
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