• Lead live product demos and facilitate trainings for clients during implementation and post-launch, ensuring stakeholders understand how to effectively use the platform. • Translate product workflows and functionality into clear, engaging training sessions and documentation tailored to different client audiences. • Create, maintain, and continuously improve documentation, including user guides, training decks, FAQs, and knowledge base content. • Configure client-specific portals within Judi and support user acceptance testing (UAT) to ensure successful implementation and launch. • Submit and track product enhancement and development requests, partnering closely with Product to communicate client needs, validate use cases, and support prioritization. • Coordinate and track large-scale client migrations, including maintaining migration plans, status tracking, dependencies, timelines, and stakeholder communication. • Serve as a primary point of contact for clients to triage questions, issues, and feedback, and provide 1/1 client go-live support. • Partner closely with Product teams to stay current on roadmap priorities, feature changes, and workflows, and collaborate with the Implementation and Account Management teams to align on operational impacts and client needs. • Act as a trusted Judi Care product expert in client meetings and cross-functional workstreams. • Contribute to scalable implementation efforts by helping standardize training approaches, materials, and client-facing processes. • Provide input into release readiness by assisting with testing, drafting release notes, and anticipating client training needs. • Enable internal teams (Sales, Customer Success, Support) with Judi Care product knowledge and training resources as needed.

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.

• Ensure customers feel supported and guided through their journey with Cognigy’s products • Leverage extensive experience with enterprise software solutions • Expertly identify customer needs and coordinate solutions • Provide authoritative assessments and advice on our solutions • Engage with enterprise executives to articulate strategic business value • Define and track customer success metrics • Design and implement effective customer retention strategies • Craft compelling sales proposals for products and services • Work closely with sales and technical teams to drive customer loyalty

Role Description The Head of the Client Success Team leads all post-issue policy administration, service, and in-force management functions. This role oversees the full lifecycle of policy servicing long-term case maintenance, ensuring accuracy, compliance, exceptional client experience, and operational scalability within our SERP/executive benefits business. This leader builds and manages a high-performing team, drives process excellence, oversees carrier relationships, and ensures the firm delivers industry-leading responsiveness and policy stewardship to our credit union, healthcare, and nonprofit clients. What You'll Do - Leadership & Team Management - Lead, mentor, and develop the Policy Service team (Policy Service Manager, Client Success support, coordinators). - Establish clear performance expectations, goals, KPIs, and workflows to ensure consistency and accountability. - Collaborate with the Regional Manager, Case Design, and Case Management teams to ensure seamless handoffs and service continuity. - Policy Administration & In-Force Management - Oversee all servicing of in-force life-insurance and executive-benefit policies (SERPs, split-dollar, COLI/BOLI, individual life). - Ensure timely index allocations, illustration updates, annual reviews, and ongoing policy maintenance. - Monitor premium schedules, billing, and transactional accuracy; oversee payment follow-ups and coordination with carriers. - Review policy changes, riders, reinstatements, beneficiary updates, and ownership/structure changes with precision and compliance. - Operational Excellence & Process Improvement - Develop and enhance SOPs, workflows, and documentation to drive scalability, transparency, and risk reduction. - Lead root-cause analysis for service defects and implement corrective action. - Oversee accurate data entry, CRM system utilization, and recordkeeping standards. - Identify automation opportunities, workflow refinements, and cross-team efficiencies. - Compliance & Risk Management - Ensure servicing practices align with carrier rules, regulatory requirements, and firm compliance standards. - Oversee adherence to internal controls, privacy/security requirements, and audit-ready documentation. - Partner with Compliance and Legal on policies involving ownership changes and executive-benefit administration. - Client & Carrier Relationship Management - Serve as senior escalation point for complex policy issues, client concerns, or escalated carrier matters. - Maintain strong relationships with carrier home offices (Penn Mutual, Pacific Life, Nationwide, etc.) to resolve issues quickly. - Support Client Success by providing guidance, timely updates, and strategic input for key accounts. Qualifications - 7–10+ years of experience in life insurance policy service, in-force management, or related operations (SERP/executive benefits strongly preferred). - Leadership experience managing service teams or operational staff in a remote or multi-state environment. - Deep knowledge of life-insurance products (UL, IUL, VUL, Whole Life) and policy mechanics. - Experience with executive benefits (SERPs, split dollar, 162 bonus, COLI/BOLI) is strongly desirable. - Strong analytical skills with the ability to interpret illustrations, policy transactions, and in-force reports. - Proven ability to build efficient processes, SOPs, and scalable operational systems. - Exceptional communication, problem-solving, and relationship-building skills. - High attention to detail, accountability, and commitment to service excellence.