Principal CSM, Health Advisory Services
Thrive is a leading behavior change technology company founded by Arianna Huffington in 2016 with the mission to end the stress and burnout epidemic. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 125 organizations in over 140 countries, from frontline and call center workers to executives at multinational companies.
If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.
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.
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.
How You'll Contribute
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Own the account relationship end to end. 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.
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Own high-ambiguity strategic deliverables end to end. 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.
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Partner closely with executive leadership. 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.
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Lead renewal and expansion strategy. 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.
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Serve as a trusted executive advisor. Lead executive-facing QBRs and long-term partnership discussions; drive alignment across a large, multi-stakeholder client organization.
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Anticipate and mitigate risk. Surface and address risk well before it impacts retention, expansion, or reputation.
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Operate effectively under high expectations. 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.
Success Looks Like
- Strong retention and expansion on a complex, high-value account.
- 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.
- Deep executive trust with senior client stakeholders and with internal executive leadership.
- Consistently high-quality strategic deliv