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Customer Success Manager



Vancouver, BC, Canada
Posted on Saturday, April 29, 2023

Thinkific is a software platform that gives anyone, anywhere the ability to easily create, market, and sell their own online courses. We believe in impactful and innovative work: our team of 250+ Thinkers is building and expanding an incredible product that empowers creators 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:

Are you excited by the idea of helping innovative thought leaders grow successful businesses through education? Do you tend to dream big right alongside your customers and do whatever it takes to help them reach their goals? We’re fanatical about customer success and we’re looking for a Customer Success Manager to join us at Thinkific!

As a Customer Success Manager you’ll support our high-value customers in getting the most value from Thinkific. You’ll help them level-up their business through recommending best practices, teaching them how to use the platform more effectively, troubleshooting technical issues, and supporting the ongoing growth of their online course business over time. Reporting to the Senior Manager, Customer Success, you will ensure our high-value customers always experience unparalleled support throughout their entire journey with Thinkific.

Your goal will be to create lasting customer relationships to grow Thinkific’s Plus business line, drive expansion opportunities, and retain customers. Here’s how you will accomplish this:

  • Help high monthly recurring revenue (MRR) Thinkific Plus clients (new and existing) level-up on Thinkific through the use of strategic account planning and individual client success plans
  • Create strong customer relationships within your portfolio to lead customers through their annual renewals, identify ‘at risk’ customers, and find potential revenue expansion opportunities
  • Work cross-functionally with internal teams to maintain, and improve customer health, Net Promoter Score (NPS) and value perception
  • Interpret and solve technical questions (with assistance from our support and engineering teams when necessary), and escalate bugs as neede
  • Liaise with the Sales and Implementations teams for a seamless customer transition
  • Make personalized recommendations to customers and guide them towards successful use of our product by adding or proving value; offer alternative and impactful solutions if Thinkific does not meet their exact need
  • Maintain excellent Salesforce hygiene, so all Customer Success team members 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 manager to scope out future features

The person we have in mind likely:

  • Has 2+ years in an account manager or customer success role, preferably in a B2B SaaS environment with basic technical knowledge
  • Is proactive and eager to help—they’re only happy when their customers are happy!
  • Is unafraid to go above and beyond their general range of duties to ensure success (you’ve never said “that’s not my job!”)
  • Possesses high levels of empathy and patience, and has strong persuasion skills to easily find win-win resolutions
  • Has strong communication skills, both written and verbal
  • Has an uncanny ability to notice trends and foresee issues—they proactively act to make improvements where necessary
  • Is comfortable managing customer expectations through good times and bad
  • Is exceptionally detail oriented and organized—they don’t let anything slip through the cracks!
  • 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:

  • Experience with negotiating partnership agreements
  • Have an understanding of marketing, learning management systems, and can give advice on how to grow a business
  • An understanding of HTML and CSS

What you can expect if you join Thinkific:

  • An amazing team of talented, passionate, and kind Thinkers. Together, we’ve built an amazing culture—we’re one of the Best Workplaces in Canada and a Top Small & Medium Employer!
  • The chance to build, improve, and innovate on a platform that’s driving positive impact—we already support 50,000+ active creators in over 165 countries.
  • A competitive compensation package. This includes your base salary, equity, and an Employee Share Purchase Plan, on top of some great perks.
  • Comprehensive benefits starting on Day 1. We have health, vision, and dental coverage for you and your family, plus $3000 for mental health care and a health or personal spending account.
  • A flexible work environment—choose to work from home, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery.
  • An open vacation policy and flexible work environment. Our team takes a minimum of 4 weeks vacation each year and makes work fit into their lives (not the other way around).
  • Career growth. We put an emphasis on your development with our annual Learn and Grow fund, training, mentorship, coaching, and internal promotion opportunities.
  • A home office setup. You’ll be ready to succeed with a company-owned Macbook Pro and a budget to get a desk, chair, or any accessories to help you work comfortably and productively.
  • Generous parental leave top-ups for up to 32 weeks, as well as fertility coverage through our group benefits plan.
  • 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!