Manager of Customer Success, Thinkific
16-month contract
CA$105-155k
+ equity, bonus and ESPP
Online course creation platform
Be an early applicant
Online course creation platform
201-500 employees
Be an early applicant
CA$105-155k
+ equity, bonus and ESPP
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
- Are you a leader who’s looking for your next opportunity to grow and develop an amazing team? Can you take a clear vision, empower your team, and turn it into something big? You know that the success of any company is tied to the customer experience and team engagement—and that’s where you come in
- Has 4+ years of experience managing customer accounts and at least 3 years of experience managing individual contributors and leaders (Enterprise 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
- Possess strong project management, problem-solving, and change management skills
- Is fanatical about Customer Success can understand customer needs and challenges
- Rarely miss a task or follow-up by putting your organization skills and strong attention to detail to use
- Perform well under pressure and can handle emergency situations on the fly
- Loves to learn and grow, and knows how to give and receive radically candid feedback
What the job involves
- As a Manager, CSM (16-month contract), you will report directly to our Sr Director of Customer Success, and be responsible for leading the Strategic CSM team at Thinkific. In this role you will have three core areas of focus:
- Team Leadership: You’ll run daily team operations, lead team meetings, and monitor and forecast on KPIs. You will also mentor your direct reports, and foster a culture of accountability, growth, and excellence
- Customer Success: You’ll ensure our highest value Plus customers achieve measurable outcomes with Thinkific. From joining key customer calls to handling escalations, you’ll use your relationship-building and problem-solving skills to strengthen partnerships, maximize satisfaction, and drive long-term retention
- Business Impact: You’ll play a key role in driving revenue growth for Thinkific by designing and implementing strategies to increase renewal rates and drive expansion across your portfolio. This will require working closely with all Customer Experience leaders, and cross-functionally with a number of different teams, including: Sales, Product, Marketing, and Revenue Operations
- Lead and develop a group of Customer Success Managers and Team Leads who manage our highest-value clients. This includes leading regular call coaching sessions
- Run day-to-day team operations, including weekly meetings, renewal/expansion forecasting, and strategic planning
- Identify operational inefficiencies and create effective, repeatable processes to reduce them
- Build relationships with our customers, and take the lead in resolving complex customer challenges (in partnership with other teams within Customer Experience and across Thinkific, such as Sales, Support, Product)
- Act as the Voice of the Customer for the Plus Product roadmap, impacting the direction and deliverables
- Work closely with our Sr. Director of Customer Success to develop and execute on a long-term growth strategy, and develop meaningful ways for CSMs to add value along the customer journey
- Achieve and maintain strong KPIs among the team, including: renewal rate, expansion ARR, and NRR. You will also work closely with our Commerce team to drive the adoption of Thinkific Payments and grow GMV
Our take
As the world becomes increasingly globalised, 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 courses, whilst also having access to a suite of tools to help operate, promote, and monetise those courses. Its customisation 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 customisation and CORM integration offer users powerful tools for creating interactive and personalised 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
(Co-Founder & 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
(Co-Founder & 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
(Co-Founder & Board Member)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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