Customer Success Manager, Thinkific

• 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

Desirable

• 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
• 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