Manager of Customer Success, Thinkific

• Are you a leader who’s looking for your next opportunity to grow and develop an amazing team of Customer Success Managers?
• Do you believe that a company’s success is deeply connected to the customer experience and team engagement?
• Has 3+ years of experience managing customer accounts and at least 2 years of experience managing others (SaaS experience is highly desired)
• Has a successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction
• Demonstrates excellent team building, leadership, and 1-on-1 coaching skills and believes in servant leadership
• Is highly collaborative, eager to work across disciplines and knows how to bring the voice of the customer into product planning and development
• Is a problem-solver at heart, and has no trouble figuring out how to solve a complex platform problem even if they don’t know the answer initially
• Possesses strong project management and change management skills
• Can analyze data, identify trends, and glean insights to suggest solutions that will create positive change
• Has strong written and verbal communication skills
• Is extremely organized with strong attention to detail, and rarely misses a task or follow-up
• Performs well under pressure and can handle emergency situations on the fly
• 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

Desirable

• We’re looking for a Manager, Customer Success (14-month contract) to join us at Thinkific
• As a Manager, Customer Success (14-month contract) you will lead a team of Customer Success Managers who support clients Thinkific’s Plus plan
• You’ll run daily team operations, including resolving blockers and challenges as well as identifying solutions and opportunities
• Reporting to and working closely with our Director of Customer Success, you will develop and execute a strategy to drive the success of our highest value Plus customers, specifically increasing retention, improving customer satisfaction, and identifying upsell opportunities
• By coaching, mentoring, and facilitating the career growth of our Customer Success Managers, you’ll help develop an engaged and high-performing team
• You’ll play a pivotal role in ensuring we successfully grow and scale the team as well as the overall Plus business
• Your goal will be to empower your team to achieve a high customer retention rate and to increase overall Net Revenue Retention (NRR)
• Directly lead, coach, and develop a group of Customer Success Managers who manage our highest-value clients
• Maintain strong KPIs among the team, such as renewal rate and NRR and upsell quotas
• Work closely with our Director of Customer Success to develop and execute on a long-term growth strategy
• Create Objectives and Key Results (OKRs) for the team, create work plans against them, manage the execution, and track progress along the way
• Join customer calls, and leverage strong executive partnership and negotiation skills to resolve tricky customer escalations in a mutually beneficial way
• Help us grow our amazing team by hiring exceptional talent
• Lead day-to-day team operations including daily huddles, meetings, and brainstorms
• Create, innovate on, and document processes and efficiencies that help scale the team