Director, Technical Services

Thinkific

1d•$150,000 - $180,000•Remote

About The Position

Thinkific is a learning commerce platform that helps learning businesses turn knowledge into impact. By bringing together community, courses, and content with commerce, we power transformative learning experiences that help businesses grow their revenue—and reach millions of learners around the world. We’re a team of 300+ Thinkers building products that matter. Every role at Thinkific contributes to raising the bar for online learning, supporting learning businesses, and creating real-world impact. You’ll work alongside curious, collaborative teammates who care deeply about what they build and who they build it for. We’re committed to a fair, inclusive, and human hiring experience. Our team is here to guide you every step of the way, so you always know what to expect! Are you excited by the opportunity to shape how customers experience Thinkific from pre-sale to launch and beyond? We’re looking for a Director, Technical Services to join us at Thinkific. As the Director, Technical Services, you will own the strategy and execution for leading three critical functions: Sales Engineering, Professional Services, and Launch, to ensure our customers' technical success and realization of the full power of the Thinkific platform. You will design and operationalize a world-class technical journey that combines pre-sales excellence, optimized launch journeys, and high-value technical service offerings. Your work will directly impact driving revenue, accelerating time-to-value, and maximizing Net Revenue Retention (NRR). This is both a strategic and highly operational role. In its current phase, approximately 70% of your time will be spent directly leading and scaling three critical functions: Sales Engineering, Professional Services, and Launch, while roughly 30% will focus on designing, building, and documenting the systems that power the program. Your goal will be to drive retention and adoption while leading a high-performing technical services organization. Here’s how you’ll accomplish this:

Requirements

Has 10+ years of experience in technical customer-facing roles (Consulting, Professional Services, or Technical Account Management), with at least 5 years in a leadership position at a SaaS company.
Is a proven leader, you have experience managing multi-disciplinary teams and have a track record of hiring, coaching, and retaining top technical talent.
Has technical depth, you understand the SaaS model inside and out. You are comfortable discussing APIs, SSO, webhooks, and complex integrations, and you can translate this tech-speak into plain language for any audience.
Is a strategic thinker who looks beyond day-to-day execution and designs scalable processes that work just as effectively for 1,000 customers as they do for 10.
Is a strong communicator: You are a compelling storyteller who can speak to executive stakeholders and technical individual contributors with equal confidence.
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.

Nice To Haves

Has experience in the E-learning or Learning Management System (LMS) space.
Has previously built a Professional Services organization from the ground up.
Has built and managed teams that include employees and contractors
Are familiar with tools like Salesforce, Zendesk, and Jira.

Responsibilities

Lead and scale a high-performing organization encompassing Sales Engineering, Implementation Specialists (Launch), Professional Services, and Consulting. This includes responsibility for the mentorship, performance, and professional development of the team leaders.
Build the Professional Services Practice: Define and iterate on our Professional Services offerings and collaborate with RevOps on pricing and packaging new services, ensuring we provide high-value consulting, custom migrations, and technical integrations that help our most complex customers succeed.
Collaborate Cross-Functionally: Act as the voice of technical services within the organization. Work with Product and Engineering to provide feedback on customer needs, and with Sales to ensure our technical capabilities align with our go-to-market strategy.
Establish a data-driven framework in partnership with Customer Success and Sales leadership for identifying time-to-value challenges and poor feature adoption, growth opportunities, and segment-specific intervention triggers across the customer base/Thinkific platform adoption.
Define and operationalize clear signal thresholds in partnership with Product and Engineering to address new feature adoption rates, technical roadblocks or integration challenges, and post-launch customer engagement that determine engagement pathways.
Lead high-profile projects and drive key feature adoption initiatives, including hiring, complementing your primary program development responsibilities for the technical services team.

Benefits

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 Most Admired Corporate Cultures by Waterstone!
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 $900/year 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.
3 Paid Volunteer Days each year to give back to your community and support the causes you care about.
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 $2,000 CAD 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.
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!