Customer Success Manager

Summary

Join Thinkific as a Customer Success Manager (Scale) and guide Plus clients to achieve success on the platform. You will provide strategic guidance, recommend best practices, and support the growth of their online course businesses. Drive net revenue retention by managing client renewals, preventing churn, and identifying expansion opportunities. Build strong client relationships, solve technical questions, maintain Salesforce data, and collect customer feedback. Contribute to the Customer Success department's objectives and actively improve internal processes. This role requires 2+ years of experience in a customer-facing, quota-driven role, preferably in SaaS.

Requirements

• Has 2+ 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

Responsibilities

• 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

Preferred Qualifications

• Experience working in multidisciplinary teams and cross-functionally
• A keen eye for detail—this person always double-checks their work to dot their i’s and cross their t’s!
• A technical background and an understanding of the SaaS model. Being able to translate technical jargon to plain language and back again

Benefits

• 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