About this role
About the Position
At Thryv, we are a team that lives by teamwork. However, it's not the work that drives us, it's the respect, trust, and care for each other that defines us as a team. We're a diverse community of trendsetters who do our best work in a fun, relaxed environment. Technology never stops evolving and neither do we. We're always looking for the best and brightest team players to join us.
The Client Success Manager takes ownership of the client relationship immediately after the sale, ensuring a smooth and seamless onboarding experience. For eligible clients, this partnership extends through their lifetime with Thryv with a continued focus on education and success. By building trusted relationships and guiding clients on how to effectively use Thryv in their day-to-day operations, the CSM helps establish strong habits and drive meaningful engagement. Through proactive outreach and consistent follow-through, this role accelerates product adoption, improves retention, and contributes to Thryv's long-term growth.
Responsibilities
• Owns and executes a seamless onboarding experience for Thryv clients, ensuring clear alignment on expectations and delivering ongoing support for long-term success.
• Prepares thoroughly for initial client meetings by conducting in-depth reviews of current solutions, identifying opportunities for optimization and anticipating client needs.
• Serves as the primary point of contact for software and product-related inquiries, providing proactive outreach, training, best practices, and resolution of client concerns.
• Oversees the implementation of key product features and components, ensuring they align with the client's immediate goals and overall business objectives.
• Collaborates with clients to define short-term and long-term business goals, develops strategic plans with clear timelines and expectations based on the purchased solution, and ensures all agreed-upon expectations are met and continuously reinforced.
• Drives client engagement and confidence by demonstrating deep product knowledge, digital expertise, and presenting innovative ideas tailored to their business.
• Proactively identifies growth and usage opportunities by anticipating customer business needs and aligning them with increased software adoption and revenue-driving solutions.
• Leads issue resolution by proactively addressing client concerns, leveraging cross-functional teams, and keeping clients informed until a successful resolution is achieved.
Who We're Looking For
• Bachelor's degree (or international equivalent) or equivalent experience, required.
• 2+ years of related experience, required.
• 5+ years of related experience, preferred.
• Understands client perspectives, demonstrates emotional intelligence and empathy, and fosters positive customer experiences.
• Confidently develops and presents solution-driven recommendations to clients, ensuring alignment with their needs and business goals.
• Proactively identifies relevant opportunities for clients to expand their investment, driving mutual success.
• Coachable and adaptable; open to feedback, actively seeks guidance, and effectively translates coaching into actionable improvements.
• Possesses strong knowledge of Thryv and Thryv Marketing solutions and software capabilities and articulates the value and benefits with a customer-centric focus while consistently exceeding performance expectations.
• Builds strong rapport and trust with clients through outstanding interpersonal skills, engaging with clients across multiple communication channels (phone, chat, video, email, and screen sharing).
• Highly organized, proactive, and adept at managing multiple tasks in a virtual environment, demonstrating innovation, assertiveness, and quick situational assessment.
• Ability to travel less than 5% of the time.
• Must be 18 years of age or older.
• Must successfully complete pre-employment screening process, as required.
• Must successfully complete any required training or orientation courses, as needed.
What We Offer
Life requires balance. So we provide benefits around health and wellness, continued education, and work/life balance to help you live your best life when you're working…and when you're not.
• Law benefits
• Private medical insurance covered by us
• Remote work
• Life insurance
• Education subsidy
• Electricity & Internet subsidy
• Flexible extra time off
• Paid time off during winter
• ..
Who We Are
At Thryv, we're a team fiercely devoted to the success of local businesses. We've been around for over 100 years, always with one goal in mind — helping small businesses compete, win and succeed. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.
We support businesses across the U.S. and we have team members all around the country (even internationally). In fact, we're a work-from-anywhere company, because that's how we get work done.
Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.
Thryv Core Values:
• Client Devoted – Be humble with a servant mentality. Understand the uniqueness of each interaction while being flexible, knowledgeable, and genuine.
• Under Promise, Over Deliver – Deliver expectations and exceed them, have accountability, listen and understand the ask.
• Act Like You Own the Place – Taking ownership and accountability in your day-to-day decisions empowers you to act like you own the place.
• Invest in our People – Hire people that are aligned with Thryv's core values. Provide learning opportunities to enable all of us to adapt, belong, and create a lifelong career.
• DONE3 – Define what you say (Done), Do what you say (Done), Follow up and ensure completion (Done).
• Making $$ is a Byproduct of Helping People – Always be devoted to people, act with integrity.
• Think Long Term, Act with Passion & Integrity – Focus on making every interaction exceptional. Bring enthusiasm and devotion to every act. This includes doing the right thing, even when no one is looking. Think five years out or think for the long play.
Find out more at corporate.thryv.com/careers/
Belonging at Thryv
We believe in a work environment where all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization's success. We want our employees to feel a part of something big and we encourage the sharing of ideas and collaboration across the organization.
We strive to ensure our work environment reflects diversity, fairness and meritocracy. We believe all employees should have the opportunity to perform effectively in their position. We value every employee and the authenticity they bring to their role and to the organization. As a result, our employee policies and internal practices focus on ability and merit as the standards for success.
Requisition Detail and Process
This information indicates the general nature and level of work performed by employees in this job. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
The final job level offered may vary based on the applicant's competencies and qualifications such as experience and education, and other job-related reasons.
Our Commitment to Equal Opportunity
Thryv is proud to provide equal employment opportunities to all employees and applicants, without regard to gender, color, race, religion, sexual orientation, national origin, citizenship, age, disability, veteran status, pregnancy, genetic information, or any characteristic protected by law. Thryv is committed to provide equal employment opportunities throughout the employment relationship including recruitment, hiring, discharge, compensation, benefits, discipline, development, and advancement or other aspects of employment.
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