Vice President of Customer Success

Summary

Join Thinkific, a learning commerce platform, as the Vice President of Customer Success. Lead and scale a high-performing global team, overseeing post-sales functions including Customer Success Management, Technical Solutions Engineering, and Launch Services. Define and execute a scalable customer success strategy aligned with $100M+ revenue objectives. Drive customer adoption, value realization, and expansion revenue, while managing retention and expansion revenue targets. Oversee onboarding processes and ensure key performance indicators are met. Partner with cross-functional teams to ensure seamless customer engagement. Lead the Solutions Engineering team and develop success plans, data-driven health score models, and feedback loops for Product.

Requirements

• 12+ years in Customer Success, Account Management, or Professional Services, with at least 7 years in a leadership role at a software company
• Proven track record managing $50M+ ARR customer portfolios in a B2B SaaS environment
• Experience with both mid-market and enterprise clients and technical onboarding/implementation cycles
• Familiarity with subscription metrics, revenue forecasting, and revenue accountability
• Exceptional team leadership and communication skills, with the ability to influence and inspire cross-functional teams
• Ability to lead and inspire cross-functional teams across geographies
• Strong strategic thinker with hands-on execution skills
• Expertise in CS platforms (Gainsight, Totango, Salesforce) and customer analytics
• Exceptional communication and executive engagement skills
• Customer-obsessed mindset with a bias for action and problem-solving
• Data-driven with strong financial acumen and comfort working with KPIs
• A collaborative leader who thrives in a scale-up or growth-stage environment
• Passion for creating exceptional customer experiences and outcomes

Responsibilities

• Define and execute a scalable customer success strategy aligned with $100M+ revenue objectives
• Own customer health metrics (e.g., NRR, churn, commerce adoption, expansion revenue, CSAT, NPS) and implement programs to improve them
• Partner cross-functionally with Sales, Product, GTM Operations, and Support to ensure seamless customer engagement and a “zero handoffs” approach to successfully onboarding, launching, and servicing customers
• Guide the continued evolution of how we approach CS for customers, including the level of service and support we provide, frameworks for success (e.g. QBRs ROI Scorecards), and the consultative guidance offered to grow our customers’ commerce revenue and payments adoption
• Lead in how we use AI tools to deliver more value in less time, and more – to ensure we continually up our game and out compete on quality of service
• Lead and scale a high-performing Customer Success team (CSMs, launch specialists, and solutions engineers)
• Set and meet Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) goals
• Drive customer adoption and value realization to reduce churn and increase renewals
• Create and oversee upsell and cross-sell strategies, including designing the account segmentation strategy, developing expansion playbooks, guiding all CS enablement and training, and leading execution
• Oversee onboarding processes, ensuring time-to-value and implementation KPIs are met
• Support our technical launch services, ensuring we take a Commerce-first approach to launching our customers
• Design delivery methodologies for complex or high-touch implementations, working closely with your team, Support and R&D to continually improve these processes
• Lead the Solutions Engineering team to provide technical guidance pre- and post-sale, including around our Commerce offerings
• Develop success plans, data-driven health score models, and feedback loops (including prioritized quarterly product requests based on revenue potential) for Product
• Work with GTM Operations to manage Customer Success Operations tools and processes, including the use of our CRM, CS software, and reporting dashboards

Preferred Qualifications

Experience in a Commerce business is highly desirable

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
• 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
• 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