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Thrive · 22 hours ago

Client Success Manager

United States

Full-time

Remote

Mid, Senior Level

$60K/yr - $75K/yr

5+ years exp

Thrive is a NextGen global technology outsourcing provider that empowers small and mid-market organizations to transform their technology into a strategic advantage. The Client Success Manager serves as a trusted advisor, ensuring client satisfaction and supporting retention by managing operational relationships and delivering measurable outcomes.

Cloud ComputingCyber SecurityInformation TechnologyOutsourcing

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