Scale Customer Success Manager, Thinkific

• Do you enjoy partnering with customers, dreaming big with them, and going the extra mile to help them achieve their goals?
• Has 3-4+ years of experience in an Account Manager, Customer Success Manager, or other customer-facing and quota-driven role, preferably in a SaaS environment
• 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

Desirable

• As a Customer Success Manager (Scale), you will ensure that all Plus clients within your 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 help them level up their business by recommending best practices, teaching them how to use the platform more effectively and supporting the ongoing growth of their online course business over time
• You’ll work to drive net revenue retention for your team, effectively planning and managing client renewals to prevent churn and drive client upgrades, expansion, and contract renegotiations
• 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 strategically within your book of business in order to provide service to a large portfolio of “Scale” Plus customers
• 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 portfolio to lead clients through their annual renewals, identify ‘at risk’ clients, and discover potential revenue expansion opportunities
• Accept, interpret, and 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 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 help to create and improve processes. We are constantly trying to learn and iterate to increase success