Jobs

Thinkific is a software platform that gives anyone the ability to easily create and sell online courses, build vibrant communities, and monetize memberships. We believe in impactful and innovative work: our team of 250+ Thinkers is building and expanding an incredible product that empowers Creator Educators and businesses around the globe while working collaboratively to learn, grow, and succeed together. Join us to see how we’re building one of the best workplaces in Canadian tech!

We believe every candidate should have a fair, inclusive, and overall great experience when exploring a new role with Thinkific. That starts with outlining our hiring process so you know what to expect every step of the way—click here to learn more: https://ift.tt/Uv9X5cN

Our team will be enjoying time off from December 25th to January 1st. We are excited to review all new applications when we return!

Do you tend to dream big right alongside your customers and do whatever it takes to get them to their goals? We’re looking for a Customer Success Manager to join us at Thinkific.

As a Customer Success Manager (Scale) at Thinkific, you will collaborate with a team of CSMs to support a shared portfolio of clients. In this role, you will ensure that all Plus clients within the portfolio receive the strategic guidance they need to experience success on Thinkific, beginning from when they first join Thinkific Plus and throughout their lifecycle.

You’ll also work to drive net revenue retention for your team, effectively planning and managing client renewals to prevent churn and drive client upgrades. Through your work, you’ll actively contribute to the Customer Success department’s objectives and key results each quarter.

Your goal will be to work collaboratively with a group of CSMs in order to provide service to a large portfolio of Plus customers. Here’s how you’ll accomplish this:

  • Help Plus customers level up on Thinkific, including by discussing and understanding their business strategies and suggesting additional features or integrations
  • Liaise with the Launch and Sales teams for seamless customer transitions to the Scale team, then lead success planning sessions with clients to ensure their needs are met and that you and your team are supporting each client use Thinkific effectively
  • Create strong client relationships within your shared portfolio to lead clients through their annual renewals, identify ‘at risk’ clients, and find potential revenue expansion opportunities
  • Accept, interpret, solve technical questions (with assistance from our Support and Engineering teams when necessary), and escalate bugs as needed
  • Maintain excellent Salesforce hygiene, so that all Scale CSMs and leadership have access to the same important client information
  • Collect feedback and act as the voice of customer—you’ll advocate for their needs first and work closely with our product managers to scope out future features
  • Actively helping to create and improve processes. This is a new team so we are constantly trying to learn and iterate to increase success

The person we have in mind likely:

  • Has 2+ years of experience in an Account Manager, Customer Success Manager, or other customer facing and quota driven role, preferably in tech
  • Can independently problem solve. They’re resourceful and can switch easily between a variety of customer scenarios
  • Is an excellent communicator and strong storyteller who is compelling while speaking to complex ideas and visions with different audiences
  • Goes above and beyond. They’re proactive and eager to help—they’re only happy when their customers are happy!
  • Possesses high levels of empathy and patience. Whether with their teammates or customers, they’re a joy to work with
  • Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business

These things would also be nice, but we think you could learn them on the job: 

  • Experience working in multidisciplinary teams and cross-functionally
  • A keen eye for detail—this person always double-checks their work to dot their i’s and cross their t’s!
  • A technical background and an understanding of the SaaS model. Being able to translate technical jargon to plain language and back again

The recruitment compensation range for this position is $64,000 – $80,000

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