What are the responsibilities and job description for the Customer Success Manager position at True Platform?
About Thrive
Thrive is a fast-growing software company based in Philadelphia with about half of its
employees distributed throughout the US. Our mission is to make hiring for executive
leadership positions easier, faster, and more equitable. Thrive’s clients include some of the
world’s largest search firms, venture capital/private equity firms, and corporate executive
recruitment teams.
Executive hiring is unlike typical staffing and recruiting. Most executives are passive
candidates, meaning they don't apply for positions. They are commonly found through
well-maintained networks and relationships. Unfortunately, most popular recruiting tools and
CRMs don’t work well for this use case. Enter Thrive, purpose-built software for executive
recruiting and leadership talent management. We are aggressively investing in building
disruptive solutions that help talent professionals find the best leaders, build curated talent
networks, and place executives.
Thrive was born out of True, one of the fastest-growing organizations in the talent advisory
space.
True is a global platform of companies that optimizes value creation by placing executive
talent, developing business leaders, creating diverse and inclusive networks, and using
innovative technology to advance executive talent priorities. With offices in North America,
EMEA, & APAC, True’s team of industry and functional experts leverage their deep networks to
connect companies with leading talent to transform businesses and industries.
We are aggressively investing in redefining our category by introducing disruptive products
and services that are built for and by our users.
We are looking for a highly motivated Customer Success Manager to serve as a strategic
partner and oversee key accounts and relationships. Your primary mission is to deeply
understand and proactively uncover the true business objectives and priorities of each client.
You will be responsible for reframing conversations away from product gaps and towards
maximizing value using the Thrive TRM platform—prescribing creative solutions, identifying
opportunities for growth, proactively managing their successful migration to the rearchitected
Thrive 2.0 platform, and ensuring high retention and successful customer outcomes. You’re an
expert at optimizing and using the Thrive TRM platform, you'll serve as the main point of
contact for key decision makers, and you will analyze user activity and conduct business
reviews to help the customer achieve desired objectives.
- Strategic & Customer-Centric: You possess a genuine passion for driving customer
outcomes and maximizing value, deeply aligning with their business objectives. - Proactive Problem-Solver: You are skilled at analyzing customer behavior and data to
identify risk and growth opportunities, proactively diagnosing complex issues, and
creating strategic solutions. - Adaptable & Influential: You are comfortable in a dynamic, fast-paced environment and
eager to quickly master new technology and features, including the Thrive 2.0 platform. - Communicator: You have excellent written communication and interpersonal skills, and
an ability to influence key stakeholders.
- Impact & Growth: You will have a major impact, contributing directly to the success of
our customers and our business. We offer the agility of a startup with the stability of a
larger, established company (part of True). - Professional Development: Learning is an important part of our culture, and we offer
educational reimbursement for continuing education. - Comprehensive Benefits: We offer a competitive salary and a robust benefits package,
including medical/dental/vision insurance, Health Savings Account with employer
contribution, 401(k) plan with company matching, FSA, and commuter benefits. - Work Environment: We foster a supportive, inclusive environment, offering comforts
like always-stocked snacks and beverages, relaxed dress code, sit/stand desks, and
MacBook Pros.
office, but you must be authorized to work in the U.S. and operate a normal 8 hour working
day between the hours of 8am and 8pm EST.
Candidates must be available to participate in an in-person interview as part of the selection
process. This role requires finalists to meet onsite with key stakeholders to support a thorough
evaluation of experience, qualifications, and overall fit for the position. Flexibility to travel to one
of our office locations for this stage of the interview process is required.
- 5 years of experience in Customer Success, Account Management, Client Relations, or a
customer-facing SaaS role - Strong ability to build and maintain long-term client relationships with key stakeholders and
decision makers - Experience analyzing customer usage data, identifying trends, and recommending solutions
to improve engagement and retention - Excellent written and verbal communication skills with the ability to conduct business
reviews and present recommendations clearly - Proven ability to manage multiple accounts and priorities in a fast-paced, dynamic
environment - Strong problem-solving and troubleshooting skills with the ability to identify root causes and
deliver effective solutions - Comfortable learning new technologies, software platforms, and product features quickly
- Demonstrated ability to identify opportunities for account growth, upselling, and expanded
services - Highly organized, detail-oriented, and customer-focused with a passion for helping clients
succeed - Experience working with CRM, TRM, ATS, or SaaS platforms preferred
- Bachelor’s degree preferred