Senior Performance Client Success Manager

About the Position

At Thryv, we’re 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.

This role is responsible for onboarding, educating, and supporting clients. As the client advocate, the Sr Performance Client Success Manager provides a seamless onboarding experience while focusing on client satisfaction, engagement, and retention.

Responsibilities

• Leads the onboarding experience for Thryv and Thryv Marketing clients while clearly defining and gaining agreement on customer expectations. Effectively educates, demonstrates, and recommends relevant features and lead handling based upon the client’s goals.
• Ensures the client’s campaign program is fulfilled and launched according to the primary focus/service, targeting the client’s preferred geography. Oversees campaign setup ensuring success and conducts optimizations during the initial months to achieve campaign goals.
• Completes preview of all live products in preparation of onboarding and strategy calls. Conducts subsequent calls with client until goals and priorities are met. Walks client through the knowledge center, videos, live chat, and email, offering multiple methods of assistance to suit the client’s needs.
• Provides on-demand support for clients and sales partners, including managing change requests, reviewing performance reports, and assisting with renewals. Proactively recommends optimization strategies for underperforming and escalated accounts.
• Initiates proactive client outreach and conducts strategy calls with assigned clients. Evaluates client's performance and usage, educates clients, provides recommendations, and implements changes to help improve performance, including advising on marketing budget adjustments to enhance results. Anticipates client’s needs and offers solutions to continuously improve software usage and campaign performance.
• Facilitates client issue resolution during onboarding and strategy calls by collaborating with cross-functional teams such as sales, product, and operations, while keeping clients informed throughout the process. Provides technical support as needed and troubleshoots issues by replicating them to identify root causes.
• Proactively optimizes lead volume and quality by analyzing campaign performance and adjusting strategies to consistently meet client needs and lead estimates.

Who We’re Looking For

• Bachelor's degree (or international equivalent) or equivalent experience, required
• 5+ years of related experience, required.
• 3+ years in a Thryv Performance Client Success Manager role
• Call center and client-facing experience. Thryv and Thryv Marketing experience.
• 9+ years of related experience, preferred.
• Ability to retain and demonstrate high digital expertise to engage and educate clients, set clear expectations, and maximize overall client experience and satisfaction.
• Ability to work as part of a team in a dynamic, technical environment, and pass regular certifications. Attend development courses as necessary.
• Advanced analytical, strategic, critical thinking, and decision-making skills with proficiency in multiple systems such as Salesforce, Telephony Systems, MS Office, Vision, Thryv and Thryv Marketing Platform.
• Excellent communication skills, both written and verbal, with the ability to articulate clearly using exemplary grammar, spelling, and proofreading skills.
• Expert knowledge of Thryv SaaS and Thryv Marketing solutions with the ability to demonstrate product expertise and digital proficiency to build client enthusiasm and confidence.
• The ability to influence and effectively build rapport with clients and internal partners, demonstrating features and introducing new and innovative ideas to increase usage while providing excellent customer service.
• Time management skills with the ability to proactively plan, prioritize, and provide thorough and consistent follow up while remaining organized and detail oriented.
• 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.

• Work from anywhere – Thryv is a Remote First company!
• Competitive medical, dental, and vision plans, plus a wellness program with added incentives
• 401(k) savings plan with company match and employee stock purchase plan
• Continuing education benefits with tuition assistance programs
• One week of paid time off at the end of the year, in addition to our standard paid time off policy.

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 our team members are located across the country, and internationally. We operate as a work from anywhere company and believe this allows us to be more productive.

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.

Pay Transparency

The base salary for this position is $77,000 to $102k USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

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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