Thrive is looking for a Manager of Client Success. The successful candidate is a hybrid enterprise software business person and operational engineer who solicits, understands, and is passionate about helping our clients reach their business goals through the use of our system. This person has the software acumen to learn how Thrive’s software achieves client goals, the analytical “chops” to crunch data, and develops the ability to properly configure the system and the people skills to recruit the proper internal resources to help.

The Manager of Client Success owns the Customer Lifecycle for a set of Enterprise accounts, beginning with customer onboarding and implementation, and continuing through the adoption and renewal staging. A successful Manager of CS builds impeccable relationships, and skillfully achieves trusted adviser and customer advocate status in the customers’ minds. The Manager of CS works closely with various Thrive teams from sales to implementation to support to design and execute customer success plans to ensure our customer objectives are truly met, and business value is realized.

Essential Requirements:

• Experience developing metrics and being accountable for utilization, net retention and health metrics. Fully leverage our tools and systems to constantly evaluate our metrics for customer utilization and health. Proactively take consultative actions to improve these metrics.

• Creative innovator. Can take a big challenge and come up with ideas to fix it, present it to Thrive senior management for approval / feedback, then execute on it.

• Experience recruiting, onboarding, managing a team.

• This position works in Thrive’s offices, not remote.

• Experience with systems like Zendesk to log, make progress, and complete support incidences.

• Entrepreneurial; prefers dynamics of small fast growth environments versus large organizations.

• Inherently believes in building powerful relationships with clients, with skill and talent in attaining trusted advisor and client advocate status with C Level and senior management at our clients.

• Master our implementation processes and procedures, then help improve them.

• Build and maintain strong working knowledge of all Thrive solutions.

• Consults with senior management at clients to understand goals and changes and facilitate change through our system.

Desired Skills and Experience:

• Ideally a Client Success role at a growing $5M - $10M SaaS enterprise application company.

• Experience with enterprise systems, ideally into the wholesale distribution and/or inventory management space.

• Working knowledge of Kanban, Agile and/or other methodologies to manage and prioritize workload and projects.

• Strong technical aptitude; experience with SQL Server preferred.

• Comfortable working directly with client management and users in an consultative teaching manner.

• Some travel although 80-90% of the work is performed from our offices.

• Bachelor’s degree required ideally in Industrial Engineering, Supply Chain Engineering, Operations Management, Systems Engineering.