Manager, Customer Success (16-month contract)

Thinkific•East Portal Distributed Camping Area, CO

2d•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 a leader who’s looking for your next opportunity to grow and develop an amazing team? Can you take a clear vision, empower your team, and turn it into something big? You know that the success of any company is tied to the customer experience and team engagement—and that’s where you come in. As a Manager, CSM (14-month contract), you will report directly to our Sr Director of Customer Success, and be responsible for leading the Strategic CSM team at Thinkific. In this role you will have three core areas of focus: Team Leadership: You’ll run daily team operations, lead team meetings, and monitor and forecast on KPIs. You will also mentor your direct reports, and foster a culture of accountability, growth, and excellence. Customer Success: You’ll ensure our highest value Plus customers achieve measurable outcomes with Thinkific. From joining key customer calls to handling escalations, you’ll use your relationship-building and problem-solving skills to strengthen partnerships, maximize satisfaction, and drive long-term retention. Business Impact: You’ll play a key role in driving revenue growth for Thinkific by designing and implementing strategies to increase renewal rates and drive expansion across your portfolio. This will require working closely with all Customer Experience leaders, and cross-functionally with a number of different teams, including: Sales, Product, Marketing, and Revenue Operations.

Requirements

Has 4+ years of experience managing customer accounts and at least 3 years of experience managing individual contributors and leaders (Enterprise 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
Possess strong project management, problem-solving, and change management skills
Is fanatical about Customer Success can understand customer needs and challenges
Rarely miss a task or follow-up by putting your organization skills and strong attention to detail to use
Perform well under pressure and can handle emergency situations on the fly
Loves to learn and grow, and knows how to give and receive radically candid feedback

Responsibilities

Lead and develop a group of Customer Success Managers and Team Leads who manage our highest-value clients. This includes leading regular call coaching sessions.
Run day-to-day team operations, including weekly meetings, renewal/expansion forecasting, and strategic planning.
Identify operational inefficiencies and create effective, repeatable processes to reduce them.
Build relationships with our customers, and take the lead in resolving complex customer challenges (in partnership with other teams within Customer Experience and across Thinkific, such as Sales, Support, Product)
Act as the Voice of the Customer for the Plus Product roadmap, impacting the direction and deliverables
Work closely with our Sr. Director of Customer Success to develop and execute on a long-term growth strategy, and develop meaningful ways for CSMs to add value along the customer journey
Achieve and maintain strong KPIs among the team, including: renewal rate, expansion ARR, and NRR. You will also work closely with our Commerce team to drive the adoption of Thinkific Payments and grow GMV.

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!