Principal CSM, Health Advisory Services at Thrive Global
United States
$136k - $165k
<meta><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">This Principal CSM role sits at the center of one of Thrive's largest and most strategically important health/pharma partnerships. A key priority of this role will be executing against complex deliverables and managing cross-functional stakeholders (both at internal and external.) What distinguishes this role is scope: you will also take on work beyond typical CSM territory — communications plans, activation timelines, program management, and executive-facing roadmaps — often starting from a high-level directive rather than an established template, in close collaboration with our executive leadership team.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">You are, first and foremost, an experienced Customer Success professional: diligent, detail-oriented, and fluent in account management. The communications-adjacent work builds on that foundation; it does not replace 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 the role carries.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><u><b><strong style="color:rgb(0,0,0);font-size:11pt;text-decoration:underline;white-space:pre-wrap;">How You'll Contribute</strong></b></u></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Own the account relationship end to end. </strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Serve as the primary Customer Success owner for a large, strategically critical health/pharma account — confidently managing senior client stakeholders and keeping every workstream on track.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Own high-ambiguity strategic deliverables end to end. </strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Independently produce communications plans, program management, campaign timelines, and executive-facing roadmaps for complex, high-visibility client programs — often starting from a high-level directive rather than a defined template. Work product should arrive nearly finished, requiring refinement rather than a rebuild.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Partner closely with executive leadership. </strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Take ownership of first-draft materials — communications plans, briefing documents, and activation content — that executive leadership reviews and finalizes. Deep communications expertise is not required, but fluency in communications concepts and terminology is essential.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Lead renewal and expansion strategy. </strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Own renewal and expansion planning with minimal oversight, partnering closely with Sales and Leadership. Forecast with accuracy and strategic foresight for a high-value, complex account.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Serve as a trusted executive advisor. </strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Lead executive-facing QBRs and long-term partnership discussions; drive alignment across a large, multi-stakeholder client organization.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Anticipate and mitigate risk. </strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Surface and address risk well before it impacts retention, expansion, or reputation.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Operate effectively under high expectations. </strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Work with senior stakeholders in a fast-paced, high-expectation environment. Ability to receive direct feedback constructively, separate delivery style from substance, and maintain steady progress is essential.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><u><b><strong style="color:rgb(0,0,0);font-size:11pt;text-decoration:underline;white-space:pre-wrap;">Success Looks Like</strong></b></u></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Strong retention and expansion on a complex, high-value account.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Lead complex cross-functional project management, coordinating stakeholders across teams to align priorities, manage dependencies, and ensure initiatives are delivered on time and against key objectives.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Deep executive trust with senior client stakeholders and with internal executive leadership.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Consistently high-quality strategic deliverables produced with minimal rework.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Clear, measurable contribution to how Thrive delivers value on its most strategically important health/pharma accounts.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><u><b><strong style="color:rgb(0,0,0);font-size:11pt;text-decoration:underline;white-space:pre-wrap;">Qualifications & Skills</strong></b></u></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">BA/BS degree or equivalent relevant experience</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">8–12+ years in Customer Success, account management, or client delivery — this is the non-negotiable core of the role</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Experience owning enterprise, multi-stakeholder accounts with significant complexity and deal size.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Demonstrated experience creating structured, executive-ready plans (roadmaps, communications calendars, rollout timelines) from ambiguous or evolving direction — not just executing against an existing template or playbook.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Strong communication, analytical, problem-solving, and program management skills.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Communications/PR fluency is a plus, not a requirement — comfort with communications concepts and terminology is important, but deep expertise is not expected.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Familiarity with regulated-industry review processes (e.g., MLR/PRC-style approval steps) is a plus.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Experience using Salesforce, G Suite, Microsoft products, and Zoom; familiarity with Coda, Looker, or similar tools is a plus.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><u><b><strong style="color:rgb(0,0,0);font-size:11pt;text-decoration:underline;white-space:pre-wrap;">Who You Are</strong></b></u></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">You've built your career on being genuinely excellent at account management and client delivery, and along the way you've developed the range to take on work that goes beyond a standard CSM job description. Given a high-level ask, you can independently shape a first version and refine it with feedback, rather than requiring a template.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">A proven, strategic customer success leader experienced with complex, high-revenue engagements.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Highly skilled at aligning executive and administrative stakeholders to drive renewals, expansion, and referrals.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Comfortable operating autonomously in ambiguous environments, with strong prioritization and anticipation of needs.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Comfortable giving and receiving compassionately direct feedback.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">A confident, optimistic, solutions-oriented operator who brings both rigor and heart to the work.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Passionate about well-being, performance, and the human impact of technology.</span></li></ul><hr><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">✨ </span><b><strong style="font-size:11pt;white-space:pre-wrap;">What We Offer:</strong></b></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">🌍 </span><b><strong style="font-size:11pt;white-space:pre-wrap;">Mission-Driven Impact:</strong></b><span style="font-size:11pt;white-space:pre-wrap;"> Be part of a company that’s truly making a difference in people’s lives around the world.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">🚀 </span><b><strong style="font-size:11pt;white-space:pre-wrap;">Career Growth:</strong></b><span style="font-size:11pt;white-space:pre-wrap;"> Develop within the company and help shape our growth strategy.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">💙 </span><b><strong style="font-size:11pt;white-space:pre-wrap;">Human-Centric Culture:</strong></b><span style="font-size:11pt;white-space:pre-wrap;"> Thrive in a supportive environment with a range of wellness perks and benefits.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">💰 </span><b><strong style="font-size:11pt;white-space:pre-wrap;">Competitive Compensation:</strong></b><span style="font-size:11pt;white-space:pre-wrap;"> Enjoy a comprehensive and rewarding total compensation package.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">🩺 </span><b><strong style="font-size:11pt;white-space:pre-wrap;">Health & Financial Benefits:</strong></b><span style="font-size:11pt;white-space:pre-wrap;"> Medical, dental, and vision coverage plus a 401(k) program with company match.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">🌴 </span><b><strong style="font-size:11pt;white-space:pre-wrap;">Time to Recharge:</strong></b><span style="font-size:11pt;white-space:pre-wrap;"> Generous paid time-off programs designed to help you rest, reset, and recharge — including </span><b><strong style="font-size:11pt;white-space:pre-wrap;">Thrive Time</strong></b><span style="font-size:11pt;white-space:pre-wrap;">, 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.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><b><strong style="font-size:11pt;white-space:pre-wrap;">Compensation:</strong></b></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="font-size:11pt;white-space:pre-wrap;">Base compensation for this role will likely fall in the $136,000-$165,000 range. </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><i><em style="font-size:11pt;white-space:pre-wrap;">Please note: </em></i><span style="font-size:11pt;white-space:pre-wrap;">We provide a competitive mix of salary, performance bonus, and equity. </span><i><em style="font-size:11pt;white-space:pre-wrap;">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.</em></i></li></ul><hr><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="color:rgb(32,33,36);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;">Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="color:rgb(32,33,36);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;">Thrive is proud to ensure equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state or local law.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;"><span style="color:rgb(32,33,36);background-color:rgb(255,255,255);font-size:11pt;white-space:pre-wrap;">Thrive is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Thrive’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.</span></p>
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