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Thrive Global is a behavior change technology company founded by Arianna Huffington in 2016, on a mission to end the stress and burnout epidemic. The company's AI-powered platform helps individuals and organizations improve well-being, performance, and mental resilience through Microsteps—small, science-backed steps to improve health and productivity. Thrive's solutions have been adopted by employees at more than 125 organizations across 140+ countries.
This Principal CSM role is centered on one of Thrive's largest and most strategically important health/pharma partnerships. You will serve as the primary Customer Success owner for this large, strategically critical account, managing senior client stakeholders and keeping every workstream on track. The role extends beyond typical CSM responsibilities to include communications plans, activation timelines, program management, and executive-facing roadmaps—often starting from high-level directives rather than established templates, in close collaboration with executive leadership.
You are first and foremost an experienced Customer Success professional: diligent, detail-oriented, and fluent in account management. The communications and strategic work builds on that foundation rather than replacing it. This is a senior, high-trust individual contributor role reporting directly to the VP of Revenue & Customer Success, reflecting both the scale of the account and the degree of executive exposure.
Key responsibilities include owning the account relationship end-to-end; independently producing high-ambiguity strategic deliverables (communications plans, program management, campaign timelines, executive roadmaps) for complex, high-visibility client programs; and partnering closely with executive leadership to drive outcomes. You will work across internal and external cross-functional stakeholders, translating high-level directives into polished, nearly-finished work products that require refinement rather than rebuilding.
