Customer Success Manager (Scale)

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!

Do you enjoy partnering with customers, dreaming big with them, and going the extra mile to help them achieve their goals? We’re looking for a Customer Success Manager to join us at Thinkific.

As a Customer Success Manager (Scale), you will ensure that all Plus clients within your 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 help them level up their business by recommending best practices, teaching them how to use the platform more effectively and supporting the ongoing growth of their online course business over time. 

You’ll 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 strategically within your book of business in order to provide service to a large portfolio of “Scale” 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 portfolio to lead clients through their annual renewals, identify ‘at risk’ clients, and discover potential revenue expansion opportunities
• Accept, interpret, and 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 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 help to create and improve processes. We are constantly trying to learn and iterate to increase success

The person we have in mind likely:

• Has 3-4+ years of experience in an Account Manager, Customer Success Manager, or other customer-facing and quota-driven role, preferably in a SaaS environment
• 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 – $96,000 CAD. Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment. The range is designed to capture the full journey from developing skills to excelling in the position. Most new hires start between the minimum and midpoint, which aligns with being fully capable in the role. Salaries above the midpoint are typically reserved for team members who have demonstrated strong, consistent performance, deep expertise, and a significant positive impact within the role.

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.

What you can expect if you join Thinkific:

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!

The Thinkific Vancouver office operates on the traditional, ancestral, and unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations of the Coast Salish People. We encourage everyone to learn more about the original caretakers of the land that you currently occupy.