Thinkific is a software platform that gives anyone the ability to easily create and sell online courses, build vibrant communities, and monetize memberships. We believe in impactful and innovative work: our team of 260+ Thinkers is building and expanding an incredible product that empowers Creator Educators and businesses around the globe while working collaboratively to learn, grow, and succeed together. Join us to see how we’re building one of the best workplaces in Canadian tech!
We believe every candidate should have a fair, inclusive, and overall great experience when exploring a new role with Thinkific. That starts with outlining our hiring process so you know what to expect every step of the way—click here to learn more: https://thnk.cc/whattoexpect
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? 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). Here’s how you’ll accomplish this:
- 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
The person we have in mind likely:
- 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
These things would also be nice, but we think you could learn them on the job:
- Are familiar and comfortable with Salesforce, Looker, Gong, Slack, Asana, Google Drive
- Have experience related to education, teaching, edtech, etc.
- Have previously worked in a B2B SaaS sales role
The recruitment compensation salary range for this position is $103,000 - $128,000 CAD. Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment.
Diversity, Equity, Inclusion and Belonging & Accessibility
This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.
We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.
What you can expect if you join Thinkific:
👏 An amazing team of talented, passionate, and kind Thinkers. Together, we’ve built an amazing, award-winning culture—we’re a Certified Great Place to Work and one of Canada's Top Small & Medium Employers!
🚀 The chance to build, improve, and innovate on a platform that’s driving positive impact for thousands of businesses and millions of students around the world.
💸 A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan.
🌴Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season.
🩺 Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options.
💻 Flexible Work. Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery.
⬆️ Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities.
🏡 A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively.
🍦Eats and Treats. $50 CAD per month to treat yourself with snacks, lunch, or groceries to cook at home.
💙 A place where you can bring your whole self to work. We know that different perspectives lead to amazing ideas, more innovation, and, ultimately, our success as a company. We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can't wait to meet you!
The Thinkific Vancouver office operates on the traditional, ancestral, and unceded territories of the xʷməθkʷəy̓əm(Musqueam), Sḵwx̱wú7mesh(Squamish), and Sel̓íl̓witulh(Tsleil-Waututh) Nations of the Coast Salish People. We encourage everyone to learn more about the original caretakers of the land that you currently occupy.
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