Customer Success Manager (Scale)

Do you tend to dream big right alongside your customers and do whatever it takes to get them to their goals? We’re looking for a Customer Success Manager to join us at Thinkific.

As a Customer Success Manager (Scale) at Thinkific, you will collaborate with a team of CSMs to support a shared portfolio of clients. In this role, you will ensure that all Plus clients within the portfolio receive the strategic guidance they need to experience success on Thinkific, beginning from when they first join Thinkific Plus and throughout their lifecycle.

You’ll also work to drive net revenue retention for your team, effectively planning and managing client renewals to prevent churn and drive client upgrades, expansion, and contract renegotiations. Through your work, you’ll actively contribute to the Customer Success department’s objectives and key results each quarter. 

Your goal will be to work collaboratively with a group of CSMs in order to provide service to a large portfolio of Plus customers. Here’s how you’ll accomplish this:

• 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 shared portfolio to lead clients through their annual renewals, identify ‘at risk’ clients, and discover potential revenue expansion opportunities
• Accept, interpret, 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 Scale 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 helping to create and improve processes. This is a new team so we are constantly trying to learn and iterate to increase success

The person we have in mind likely:

• Has 2+ years of experience in an Account Manager, Customer Success Manager, or other customer facing and quota driven role, preferably in tech
• 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 

These things would also be nice, but we think you could learn them on the job: 

• 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

The recruitment compensation range for this position is $64,000 - $80,000 (base salary) + variable pay, targeted at $40,000 CAD annually.

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business. We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know. 

Last updated on Aug 21, 2024