Thrive Global

Role Description The Customer Success Team is a driving force at Thrive. In this role, you oversee all post-sale phases of the customer lifecycle for large and strategic clients. The Principal Customer Success Manager is responsible for the successful delivery, adoption, and ongoing engagement of Thrive's technology solutions — and for helping customers realize meaningful, measurable outcomes over time. As we scale, AI is central to how this team works: not as a novelty, but as a force multiplier that raises the quality of every customer touchpoint, from executive prep to renewal strategy. You will oversee day-to-day customer relationships and will actively participate in retaining and growing them. - Own a portfolio of 3–5 large enterprise customers and manage these relationships across all phases of the customer lifecycle, using AI tools to stay ahead of health signals, risks, and expansion opportunities. - Consult and guide customers to ensure Thrive solutions are successfully adopted and optimized — including helping senior leaders understand the business case for AI-enabled behavior change and wellbeing programs. - Partner closely with the sales team to close expansion opportunities and renewals, leveraging AI-generated ROI narratives, renewal decks, and expansion proposals grounded in usage data and program outcomes. - Analyze customer data and use AI-assisted insights to showcase value realized from Thrive solutions, including through executive-level business reviews that go beyond reporting to tell a compelling story. - Use AI tools to convert internal Thrive research, product updates, and features into polished, client-ready narratives, talking points, and industry-specific positioning — scaling the quality of every external touchpoint. - Build tailored executive prep for high-stakes customer meetings — using AI to synthesize stakeholder context, anticipated questions, and recommended narratives so every conversation counts. - Create "raving fans" and highlight each customer's success internally and externally as permitted. - Represent the "voice of the customer" and share key insights cross-functionally, using AI-assisted analysis to identify patterns and influence CS strategy, playbooks, and operating model. - Work cross-functionally with Product Management to ensure customer requirements and product feedback are captured — bringing an AI-informed perspective to what's working and what customers need next. - Uncover mechanisms for increasing the value of your customer portfolio through marketing initiatives, references, partnerships, and market advocacy. - Bring best practices and new ideas for how to deliver and drive adoption of Thrive's solutions at scale — including building AI-powered workflows the broader CS team can adopt. Qualifications - Experienced in deploying complex, company-wide client engagements across multiple countries — including those involving AI-powered platforms — ensuring executive and administrative stakeholder alignment that activates renewals, expansions, and referrals. - Ability to confidently and effectively speak with customers of all levels (including CEOs, Owners & VPs), including strategic conversations about AI adoption, change management, and the business case for intelligent tools. - Experience managing deal sizes ranging from $500K to $5M. - A track record of building successful, long-term client relationships with consistently high NPS and low churn. - Equipped with an exceptional ability to prioritize, manage time, and anticipate needs — increasingly with the support of AI productivity tools. - Strong communication, analytical, problem-solving, and project management skills. - A history of organizational excellence and a desire to continuously evaluate and improve existing processes — including identifying where AI can reduce manual effort and increase team scale. - Comfortable receiving and providing compassionately direct feedback. - Passionate about changing how we work and live, with a demonstrated interest in wellbeing, productivity, neuroscience, psychology, managing technology, performance, and wisdom. - An overall passionate, proven, confident, operational customer success leader with an optimistic, problem-solving mindset and entrepreneurial spirit — energized by the possibilities AI brings to the field. Benefits - Mission-Driven Impact: Be part of a company that’s truly making a difference in people’s lives around the world. - Career Growth: Develop within the company and help shape our growth strategy. - Human-Centric Culture: Thrive in a supportive environment with a range of wellness perks and benefits. - Competitive Compensation: Enjoy a comprehensive and rewarding total compensation package. - Health & Financial Benefits: Medical, dental, and vision coverage plus a 401(k) program with company match. - Time to Recharge: Generous paid time-off programs designed to help you rest, reset, and recharge — including Thrive Time, a benefit unique to Thrive that gives employees additional paid time off after major projects or intense periods of work to truly recharge and recover. Compensation Base compensation for this role will likely fall in the $136,000-$165,000 range. Please note: We provide a competitive mix of salary, performance bonus, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance.

• Serve as primary client day-to-day point of contact across customers; manage relationships and stakeholder alignment • Own issue resolution, escalations, and overall client satisfaction • Oversee all deliverables, timelines, and cross-functional coordination • Ensure alignment between client expectations and Thrive outputs • Lead meeting cadence, including prep, execution, and follow-ups • Coordinate across Product, Content, Powered by Thrive, Legal, Finance, and Third-Party Providers • Own renewals, upsells, and expansions against revenue targets • Develop and execute account growth strategies • Support and participate in the sales process and strategic partnership discussions • Develop decks, proposals, and partnership materials • Support SOW/work order creation, procurement, and contract execution • Manage renewal discussions • Coordinate with Legal on the contract review process • Track invoicing and payments • Maintain Salesforce hygiene and deliver QBRs and executive updates • Research new healthcare and pharma opportunities and unmet needs • Collaborate to win new leads, supporting prep and deal execution • Develop early-stage concepts, positioning, and pitch materials • Monitor Track client news and industry signals

• Design and build high-quality iOS applications using Swift and SwiftUI for the Thrive Global Health Coach platform • Implement key features supporting AI-powered health coaching, including personalized recommendations, conversational experiences, and progress insights • Integrate mobile applications with backend APIs, AI services, and personalization systems • Build reliable, scalable mobile architecture and maintain high standards for performance and maintainability • Optimize application performance, responsiveness, and battery efficiency • Develop integrations with wearables and health platforms, including Apple HealthKit and other health data sources • Collaborate closely with product, design, AI, and backend teams to deliver a seamless user experience • Write clean, maintainable, well-tested code and contribute to best practices for mobile engineering

• Design, build, and maintain high-quality Android applications using Kotlin • Develop new features for the Thrive Global Health Coach mobile platform • Collaborate closely with product managers, designers, and engineers to deliver impactful features • Participate in technical planning, architecture discussions, and code reviews • Help define and improve mobile engineering standards and best practices

• Develop and execute test plans and test cases to ensure product quality across releases • Perform manual testing across mobile applications, web experiences, and APIs • Validate end-to-end user flows, including onboarding, coaching experiences, and goal tracking • Identify, document, and track software defects using issue tracking tools • Verify bug fixes and perform regression testing to ensure issues are resolved • Test integrations with wearables, health data providers, and external services • Validate personalized recommendations and AI-driven platform features • Work closely with engineering teams to identify issues early in development • Help establish QA processes, testing standards, and release validation workflows • Contribute to improving automated testing strategies and quality practices

Who You Are You are a thoughtful engineer who cares deeply about product quality, user experience, and building technology that improves people’s lives. You may be: - A builder who enjoys creating elegant consumer products from the ground up - A problem solver who can turn complex requirements into clean, scalable mobile architecture - Someone who takes pride in shipping high-quality, polished mobile experiences - A self-starter who thrives in fast-moving and ambiguous environments - A collaborative teammate who works well across product, design, AI, and backend teams - Someone who manages time effectively and can prioritize across multiple initiatives - A technologist who is curious about AI-powered applications and the future of personalized health - Someone passionate about improving how people live, work, and care for their health How You’ll Contribute - Design and build high-quality iOS applications using Swift and SwiftUI for the Thrive Global Health Coach platform Implement key features supporting AI-powered health coaching, including personalized recommendations, conversational experiences, and progress insights - Integrate mobile applications with backend APIs, AI services, and personalization systems - Build reliable, scalable mobile architecture and maintain high standards for performance and maintainability - Optimize application performance, responsiveness, and battery efficiency - Develop integrations with wearables and health platforms, including Apple HealthKit and other health data sources Collaborate closely with product, design, AI, and backend teams to deliver a seamless user experience - Write clean, maintainable, well-tested code and contribute to best practices for mobile engineering Must Haves - 5+ years of experience building iOS applications Strong expertise in Swift - Experience with SwiftUI and/or UIKit - Experience integrating REST or GraphQL APIs - Experience shipping production iOS applications used by real users - Strong understanding of mobile architecture patterns such as MVVM or Clean Architecture - Experience building consumer mobile products - Strong debugging skills related to performance, networking, and memory usage - Ability to work in fast-paced environments with evolving product requirements ✨ What We Offer: - 🌍 Mission-Driven Impact: Be part of a company that’s truly making a difference in people’s lives around the world. - 🚀 Career Growth: Develop within the company and help shape our growth strategy. - 💙 Human-Centric Culture: Thrive in a supportive environment with a range of wellness perks and benefits. - 💰 Competitive Compensation: Enjoy a comprehensive and rewarding total compensation package. - 🩺 Health & Financial Benefits: Medical, dental, and vision coverage plus a 401(k) program with company match. - 🌴 Time to Recharge: Generous paid time-off programs designed to help you rest, reset, and recharge — including Thrive Time, a benefit unique to Thrive that gives employees additional paid time off after major projects or intense periods of work to truly recharge and recover. Compensation: Base compensation for this role will likely fall in the $196,000-$225,000 range. - Please note: We provide a competitive mix of salary, performance bonus, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance. 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.

Who You Are You are a thoughtful and experienced mobile engineer who cares deeply about product quality and building technology that makes a meaningful impact. You may be: - A builder who enjoys creating high-quality mobile experiences used by real people - Someone who takes ownership of complex technical problems and drives solutions from concept to production - A collaborative engineer who works effectively with product, design, AI, and backend teams - A developer who values clean architecture, maintainable code, and scalable systems - A self-starter who thrives in fast-moving environments with evolving product needs - Someone who communicates clearly and enjoys contributing to technical discussions - A technologist excited about the intersection of AI, health, and behavior change How You’ll Contribute - Design, build, and maintain high-quality Android applications using Kotlin - You are an expert in everything Android - JAVA, Kotlin, Android SDK, Android Studio, Layout - You know all the common Object Oriented Programming and design patterns, MVC, MVVM, Dependency Injection and more. - Editor and are always interested in learning more and sharing your skills - Develop new features for the Thrive Global Health Coach mobile platform - Design and implement scalable Android architecture using modern development patterns - Integrate mobile applications with backend services, APIs, and AI-powered systems - Build performant and reliable user interfaces and interactive mobile experiences - Monitor and improve app performance, stability, and responsiveness - Collaborate closely with product managers, designers, and engineers to deliver impactful features - Participate in technical planning, architecture discussions, and code reviews - Help define and improve mobile engineering standards and best practices Must Haves - 5+ years of professional Android development experience - Strong proficiency in Kotlin Experience building and shipping production Android applications - Experience integrating REST or GraphQL APIs - Strong understanding of modern Android architecture patterns (MVVM or similar) - Experience with modern Android development tools and Jetpack libraries - Strong debugging skills and experience resolving production issues - Experience working on consumer-facing mobile applications - Ability to work effectively in fast-paced environments with evolving product requirements ✨ What We Offer: - 🌍 Mission-Driven Impact: Be part of a company that’s truly making a difference in people’s lives around the world. - 🚀 Career Growth: Develop within the company and help shape our growth strategy. - 💙 Human-Centric Culture: Thrive in a supportive environment with a range of wellness perks and benefits. - 💰 Competitive Compensation: Enjoy a comprehensive and rewarding total compensation package. - 🩺 Health & Financial Benefits: Medical, dental, and vision coverage plus a 401(k) program with company match. - 🌴 Time to Recharge: Generous paid time-off programs designed to help you rest, reset, and recharge — including Thrive Time, a benefit unique to Thrive that gives employees additional paid time off after major projects or intense periods of work to truly recharge and recover. Compensation: Base compensation for this role will likely fall in the $196,000-$225,000 range. - Please note: We provide a competitive mix of salary, performance bonus, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance. 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.

Who You Are You are detail-oriented, curious, and passionate about delivering high-quality products. You may be: - Someone who thinks like a user and cares deeply about product experience - A problem solver who enjoys finding edge cases and uncovering hidden bugs - A collaborative partner who works closely with engineers, designers, and product managers - Someone who takes ownership of quality and drives improvements to testing processes - A highly organized person who communicates clearly and documents issues effectively - Someone who thrives in fast-moving environments and evolving product landscapes - A technologist who is excited about the intersection of AI, health, and digital products How You’ll Contribute - Develop and execute test plans and test cases to ensure product quality across releases - Perform manual testing across mobile applications, web experiences, and APIs - Validate end-to-end user flows, including onboarding, coaching experiences, and goal tracking - Identify, document, and track software defects using issue tracking tools - Verify bug fixes and perform regression testing to ensure issues are resolved - Test integrations with wearables, health data providers, and external services - Validate personalized recommendations and AI-driven platform features - Work closely with engineering teams to identify issues early in development - Help establish QA processes, testing standards, and release validation workflows - Contribute to improving automated testing strategies and quality practices Must Haves - 5+ years of experience in Quality Assurance or Software Testing - Experience testing web or mobile applications - Strong experience writing clear test cases and detailed bug reports - Strong attention to detail and analytical problem-solving skills - Experience working closely with engineering teams in product development environments - Experience using bug tracking tools such as Jira or similar platforms - Ability to manage testing workflows across multiple product features and releases ✨ What We Offer: - 🌍 Mission-Driven Impact: Be part of a company that’s truly making a difference in people’s lives around the world. - 🚀 Career Growth: Develop within the company and help shape our growth strategy. - 💙 Human-Centric Culture: Thrive in a supportive environment with a range of wellness perks and benefits. - 💰 Competitive Compensation: Enjoy a comprehensive and rewarding total compensation package. - 🩺 Health & Financial Benefits: Medical, dental, and vision coverage plus a 401(k) program with company match. - 🌴 Time to Recharge: Generous paid time-off programs designed to help you rest, reset, and recharge — including Thrive Time, a benefit unique to Thrive that gives employees additional paid time off after major projects or intense periods of work to truly recharge and recover. Compensation: Base compensation for this role will likely fall in the $143,000-$165,000 range. - Please note: We provide a competitive mix of salary, performance bonus, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance. 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.

• Partner with lead wellbeing coordinator to oversee day-to-day program delivery across regions, ensuring initiatives align with Thrive’s global wellbeing strategy for Microsoft. • Own the global program management cadence, including planning rhythms, calendars, and tracking mechanisms that support alignment across regions and stakeholders. • Lead and facilitate regular program management calls with Microsoft stakeholders, presenting program proposals and status updates, identifying needs and risks, and recommending engagement strategies and initiatives. • Oversee the global events and communications engine for Microsoft’s Wellbeing Program, managing a high volume of events across multiple partners and coordinating internal and external workflows for communications, including newsletters, Viva Engage content, and ongoing community engagement. • Support program delivery with the goal of meeting program objectives, driving coaching utilization, and increasing platform engagement across regions. • Proactively identify gaps, risks, or misalignments in program execution and bring forward clear, solutions-oriented recommendations. • Serve as the primary operational bridge between Thrive’s international coaching team, regional wellbeing coordinators, and Microsoft stakeholders, owning cross-regional alignment mechanisms to ensure a seamless, high-impact experience for employees worldwide. • Work closely with Thrive’s global Wellbeing Coordinators and coaches to align efforts, share best practices, and maintain consistent standards across markets. • Co-create and manage cross-regional planning calendars and reporting mechanisms that support collaboration and visibility across teams and time zones. • Capture and synthesize partner feedback, lessons learned, and emerging needs to inform program recommendations and product strategy. • Establish and maintain structured internal and external communication rhythms (meetings, touchpoints, agendas, and follow-ups) to ensure alignment across coaches, coordinators, Microsoft and their partners.

• Own a portfolio of 3 - 5 large enterprise customers and manage these relationships as they move through all phases of the customer lifecycle. • Consult and guide customers to ensure that Thrive solutions are successfully adopted and optimized within the customer's business over time. • Partner closely with the sales team to close expansion opportunities and renewals. • Analyze customer data and seek opportunities to showcase value realized from the Thrive solutions, including through regular business reviews with the customer. • Create “raving fans” and highlight each customer’s success internally and externally as permitted. • Represent the “voice of the customer” and share key insights to ensure that each customer is successful. • Work cross-functionally with Product Management to ensure that customer requirements and product feedback are captured. • Uncover mechanisms for increasing the value of your customer portfolio to the company through marketing initiatives, references, partnerships, market advocacy, social networking, etc. • Bring best practices and new ideas for how to deliver and drive adoption of Thrive’s solutions at scale.