Senior Customer Success Manager (AMER)

About Us

The way we work has changed forever. AI is transforming every industry. Expectations are higher than ever. Skills have the shortest shelf life they've ever had. Yet most businesses are still relying on disconnected systems, outdated technology and workplace learning that people simply don't want to use. We think that's broken. So we built something better.

Thrive is the AI platform that's reinventing how modern businesses connect people, knowledge, skills and communication in one place. It's where work starts, learning happens and people get the answers they need to do their best work. Today, more than 3 million people across 60+ countries use Thrive every day. Over 500 ambitious organisations, including Vodafone, Volvo, British Airways and Krispy Kreme, trust us to power their people. But this is only the beginning. We're building the future of work, and we're looking for curious people who want to build it with us. People who challenge convention. Who move fast. Who care deeply about creating products customers genuinely love. People who aren't afraid to ask, "Why has it always been done this way?" and then go and build something better. If you want to solve meaningful problems, shape technology used by millions of people around the world and do the best work of your career alongside ambitious, supportive teammates, you'll thrive here.

About the role

We're on the hunt for world-class Thrive expertise across the globe. As our US customer base expands rapidly and our global footprint grows, we're building a team of hands-on platform specialists who can support customers across every time zone, growing the people power behind our industry-best 24-hour support and world-class customer success.

Translating platform adoption into measurable performance improvements is the primary focus of this role. As a Customer Success Manager, you will serve as a consultative expert for our customers. You will define success metrics, design impactful experiences, and deliver evidence-based results, leveraging deep L&D expertise rather than traditional account management.

Responsibilities

• Strategy: Partner with customers to understand business goals, capability gaps, and audience needs, translating them into executable strategies across core initiatives like learning, onboarding, communications and mentoring leveraging our platform’s full potential.
• Impact and measurement: Define success metrics from day one. Develop and maintain robust impact frameworks and KPIs, providing regular reporting and candid, data-driven feedback to ensure accountability.
• Content and curation: Shape sophisticated content strategies by mapping assets to competency frameworks, identifying strategic gaps, advising on build-vs-buy decisions, and driving content creation using our in-built tool. Proactively identify and recommend opportunities for Thrive Content to enhance customer learning experiences.
• Adoption and engagement: Drive meaningful platform usage by designing and executing high-impact launch, expansion and re-launch campaigns. Proactively monitor engagement data and platform media to intervene early and maximize adoption.
• Customer enablement: Unlock new features and use cases with customers, ensuring they remain up to date and are using the platform in the best way possible.
• Platform expertise: Know the product deeply enough to proactively advise with authority on configuration and design, bringing to life the art of the possible for every customer.
• Hands-on platform delivery: Practically build, configure, administer and manage the Thrive Platform on behalf of customers rolling up your sleeves to help curate content, structure experiences, and manage day-to-day platform operations so customers see value fast.
• Cross-functional collaboration: Work closely with Account Directors, Implementation, Product and Content. Feed customer insight back into the roadmap and flag risk to the wider account team early.

Skills

• Bring hands-on experience with the Thrive Platform, with the confidence and technical fluency to navigate it expertly and pick up new tools quickly. You know your way around the platform and can administer, build and manage it with minimal ramp-up.
• Bring a proven track record in L&D, learning design, or consultancy, with hands-on experience driving impactful learning programmes from inception to execution.
• Demonstrate high data literacy by interrogating engagement metrics to uncover compelling stories and translate complex data into actionable strategic recommendations.
• Master the art of evidence-based impact, maintaining a sophisticated understanding of how to measure success and articulate the tangible value of learning initiatives.
• Command presence with senior stakeholders, confidently challenging conventional thinking and advising L&D Directors and wider stakeholders with authority and professional credibility.
• Deploy sharp instincts for content excellence and learning experience design to curate high-quality assets that align with strategic competency frameworks.
• Leverage deep product familiarity to optimise platform configuration and inspire customers with the "art of the possible."
• Operate proactively to manage and prioritise a diverse customer portfolio, intervening early to maximise adoption and drive long-term platform engagement.
• Infuse your work with 100% of your authentic personality, bringing a curious and bold approach to building products and relationships that customers genuinely love.

Benefits

• Unlimited holiday
• Thrive Fridays – reduced Friday hours (10:00–15:00) with no internal meetings
• Flexible working within core hours (10:00–16:00)
• Birthday and Christmas off, plus festive shutdown
• Work from anywhere, four weeks a year
• Health insurance

Pay

$70–$90k per annum