Vice President of Customer Success, Thinkific
$196.5-294.7k
For candidates based in the US, the salary range for this position is $207,200 – $259,000 – $310,800 USD. Plus equity, team-wide bonuses, and an Employee Share Purchase Plan
Online course creation platform
Be an early applicant
Online course creation platform
201-500 employees
Be an early applicant
$196.5-294.7k
For candidates based in the US, the salary range for this position is $207,200 – $259,000 – $310,800 USD. Plus equity, team-wide bonuses, and an Employee Share Purchase Plan
201-500 employees
Company mission
To make it simple for entrepreneurs and established businesses – our Creator Educators - to scale and generate revenue by teaching what they know.
Role
Who you are
- 12+ years in Customer Success, Account Management, or Professional Services, with at least 7 years in a leadership role at a software company. Experience in a Commerce business is highly desirable
- Proven track record managing $50M+ ARR customer portfolios in a B2B SaaS environment
- Experience with both mid-market and enterprise clients and technical onboarding/implementation cycles
- Familiarity with subscription metrics, revenue forecasting, and revenue accountability
- Exceptional team leadership and communication skills, with the ability to influence
- And inspire cross-functional teams
- Ability to lead and inspire cross-functional teams across geographies
- Strong strategic thinker with hands-on execution skills
- Expertise in CS platforms (Gainsight, Totango, Salesforce) and customer analytics
- Exceptional communication and executive engagement skills
- Customer-obsessed mindset with a bias for action and problem-solving
- Data-driven with strong financial acumen and comfort working with KPIs
- A collaborative leader who thrives in a scale-up or growth-stage environment
- Passion for creating exceptional customer experiences and outcomes
What the job involves
- We are seeking an experienced Vice President of Customer Success to serve as a strategic leader responsible for the success, satisfaction, and expansion of our customer base
- You’ll oversee all post-sales functions, including Customer Success Management (CSM), Technical Solutions Engineering, and Launch Services across both our Plus (enterprise) and Self Serve business
- This role combines customer strategy with hands-on leadership to drive retention, upsell, and long-term customer value
- You’ll lead a global team to deliver exceptional experiences at every stage of the customer journey while managing retention and expansion revenue targets aligned to company goals
- Customer Success Strategy & Leadership
- Define and execute a scalable customer success strategy aligned with $100M+ revenue objectives
- Own customer health metrics (e.g., NRR, churn, commerce adoption, expansion revenue, CSAT, NPS) and implement programs to improve them
- Partner cross-functionally with Sales, Product, GTM Operations, and Support to ensure seamless customer engagement and a “zero handoffs” approach to successfully onboarding, launching, and servicing customers
- Guide the continued evolution of how we approach CS for customers, including the level of service and support we provide, frameworks for success (e.g. QBRs ROI Scorecards), and the consultative guidance offered to grow our customers’ commerce revenue and payments adoption
- Lead in how we use AI tools to deliver more value in less time, and more – to ensure we continually up our game and out compete on quality of service
- Lead and scale a high-performing Customer Success team (CSMs, launch specialists, and solutions engineers)
- Retention & Expansion Revenue
- Set and meet Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) goals
- Drive customer adoption and value realization to reduce churn and increase renewals
- Create and oversee upsell and cross-sell strategies, including designing the account segmentation strategy, developing expansion playbooks, guiding all CS enablement and training, and leading execution
- Launch & Implementation Services
- Oversee onboarding processes, ensuring time-to-value and implementation KPIs are met
- Support our technical launch services, ensuring we take a Commerce-first approach to launching our customers
- Design delivery methodologies for complex or high-touch implementations, working closely with your team, Support and R&D to continually improve these processes
- Technical Solutions & Success Operations
- Lead the Solutions Engineering team to provide technical guidance pre- and post-sale, including around our Commerce offerings
- Develop success plans, data-driven health score models, and feedback loops (including prioritized quarterly product requests based on revenue potential) for Product
- Work with GTM Operations to manage Customer Success Operations tools and processes, including the use of our CRM, CS software, and reporting dashboards
Our take
As the world becomes increasingly globalized, the competition for jobs is fiercer than ever. Whilst traditional educational institutions are failing to deliver the skills of tomorrow, Thinkific provides a way for the new wave of instructors to meet this educational demand, with its all-in-one course creation platform.
Course creators on Thinkific have unparalleled ownership over their content and course, whilst also having access to a suite of tools to help operate, promote, and monetize those courses. Its customization tools also mean creators can create a strong brand for their knowledge business, with a range of integrations ensuring Thinkific remains a one-stop shop for all their needs.
Its latest updates enhance its capabilities for building engaging customer education programs. New features like advanced customization and CORM integration offer users powerful tools for creating interactive and personalized learning experiences. With continuous innovations, Thinkific remains dedicated to supporting course creators and enterprises, providing them with the flexibility and resources needed to excel in the competitive educational market.
Steph
Company Specialist at Welcome to the Jungle
Insights
-20% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2020
$22m
EARLY VC
Nov 2019
$2.4m
EARLY VC
Total funding: $24.4m
Company benefits
- Open vacation policy: We're big proponents of sand, sun, and taking time to recharge. As long as you're getting your work done and keeping your team supported, take vacation when you need it. We encourage Thinkers to take at least 4 weeks vacation each year
- Flexible work environments: Whether you’re working from Thinkific HQ or working from home, set your own hours to find a rhythm that works for you and your team. Finding the time for workouts, laundry, daycare dropoffs, or appointments is easier than ever.
- Learning opportunities and personal development: Interested in a course, conference, or career coaching? We’ve got you covered with our $1500 Learn and Grow fund to support your personal and professional growth, on top of regular lunch & learns, internal courses and workshops, and a coaching program. Our people leaders will work with you to ensure you’re taking advantage of the learning opportunities you want and need
- Competitive benefits package: Our benefits kick in on your first day at Thinkific and include coverage for health, vision, dental, prescriptions, and up to $3000 for your mental health. Our Employee and Family Assistance Program will also take care of you and your family, providing everything to support your well-being
- Parental leave: We care about helping you grow your career AND your family. Family is important to us, and our paid parental leave gives you a little extra help while you're beginning this new adventure. Learn more about our family leave benefits here
- We actually hang out: Thinkers are some of the kindest (and most fun!) people out there. We're into boat parties, hackathons, company retreats, and celebrating everything from Canada Day to Brazilian Carnival. Wherever you’re based, you’ll have opportunities to connect with your team both virtually and IRL
- The bow-wow benefits: Office dogs. Plural. Meet them on Instagram at @dogsofthinkific
Company HQ
Strathcona, Vancouver, BC
Leadership
Greg Smith
(CEO)Spent 3 years working as a Lawyer before co-founding Moving Media Group, working as the Director of Sales. They now hold the position of CEO at Alpha Score Seminars, as well as being Co-Founder and CEO at Thinkific.
Miranda Lievers
(Advisor)Spent 7 years at Telus in progressive leadership roles launching high-speed internet across Canada. Co-founded Blue Olive Photography Inc. before co-founding Thinkific.
Matt Smith
(CSO)Over a decade of experience in Product, Technology and Growth roles. Founded Alpha Score Seminars before working as CTO of Healthism. Previously worked as CTO of Thinkific before launching successful Instagram-scheduling software startup, Later.com. Returned to Thinkific in 2021 as CSO.
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