Customer experience manager Jobs in Philadelphia, PA

Customer Success Manager

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 platformprescribing 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.

About You:

• 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.

Why You'll Love It Here:

• 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.

This is a full-time position. You may choose to work in our office or work remotely from a home 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