Thrive Global is changing the way people live through our behavior change products used to impact individual and organizational well-being and productivity. The combination of smart analytics, relevant personalized content and science-backed too-small-to-fail microsteps will help people go from knowing what to do to actually doing it, enabling millions of employees to begin the Thrive behavior change journey.
The Head of Client Experience & Success is driving client executional excellence at Thrive across our People Experience Platform (live workshops and digital wellbeing platform) and Behavior Change Brand Studio (advertising brand partnerships). They are energized by operationalizing customer success orgs for accelerated growth and renewals strategically to ensure that our customers get the best that Thrive has to offer. They have an expertise running projects at scale. They are able to act both as a strong team team leader and independently; they are able to handle the ever-increasing volume and complexity of work. They accomplish this by their ability to anticipate every move, and act with utmost tact and diplomacy. As Head of Client Experience & Success, you’ll have the opportunity lead, operationalize and scale the team which ultimately impacts the way employees live and work and around the world.
You are...
- A knowledgeable and people-centered enterprise SaaS Client Experience leader, ideally with experience in HCM, to lead our Client Experience Team across both enterprise and brand partnership businesses.
- Skilled at managing a small team while owning strategic accounts
- Experienced in deploying complex company-wide client engagements, ensure executive and administrative stakeholder alignment to support those engagements, and consistently show value that activates renewals, expansions, and referrals.
- Skilled in managing deal sizes ranging from $100k to $5M, and have experience driving Client Experience teams from ~$15M ARR to ~$100M ARR. You should have a track record of consistently growing revenue with existing clients, and consistently ensuring high NPS and low churn.
- Preferred mode of working is to understand, co-create, and commit to a clear vision and strategy for your client experience team that is aligned with that of the organization. Then it is to execute against and scale your vision and strategy.
- Equipped with an exceptional ability to prioritize, manage time and anticipate needs
- Comfortable receiving and providing compassionately direct feedback
- Passionate about changing how we work and live and a demonstrated interest in topics relating to Thrive Global’s mission, including well-being, 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
Skills + Experience
- 10+ years experience in high-touch Client Experience or Customer Success roles
- Experience leading, recruiting, and scaling Client Experience teams, operationalizing processes and instilling best practices regarding executional excellence within the team
- Ability to transform manual solutions into scalable systems
- Comfort with designing, up-selling, and managing six- and seven-figure deals across brand partnership and enterprise business lines
- Self-driven and highly accountable for delivering extraordinary outcomes
- Enjoys leading and supporting others through ambiguity and change
- Highly self-aware and emotionally intelligent
- Strong, compassionately direct communicator with a passion for people
- Proven track record building a team, coaching/mentoring them to success and mentor your team
- High organizational intelligence about how enterprise clients typically operate
- Extremely sharp problem-solving skills
- Ability to thrive in fast-paced environments and distill complex and ambiguous scenarios into their important and actionable elements
Our Mission
Thrive Global’s mission is to end the stress and burnout epidemic by offering companies and individuals sustainable, science-based solutions to enhance well-being, performance, and purpose, and create a healthier relationship with technology. Recent science has shown that the pervasive belief that burnout is the price we must pay for success is a delusion. We know, instead, that when we prioritize our well-being, our decision-making, creativity, and productivity improve dramatically. Thrive Global is committed to accelerating the culture shift that allows people to reclaim their lives and move from merely surviving to thriving.
What We Offer
- Being part of a mission-driven company that’s truly making difference in the lives of people around the world
- Ability to develop within the company and shape our growth strategy
- A human-centric culture with a range of wellness perks and benefits
- A competitive compensation package
- Medical, dental and vision coverage + 401k program with company match
- Generous paid time-off programs