Revenue Operations Manager

4 weeks ago

Vancouver, Canada Thinkific Full time

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 400+ 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

**Are you experienced at implementing and managing Customer Success and Sales technology, with a proven track record of providing operational support and strategic input to SaaS leaders?** **We're looking for a **Revenue Operations Manager** to join us at Thinkific.

As a **Revenue Operations Manager**, you will be responsible for helping expand the RevOps function at **Thinkific** to cover a growing number of strategic initiatives focused on the success of our internal teams. You will be fearless in tackling ambiguous problems that are new to Thinkific and diligently navigating your way to actionable solutions that create meaningful impact. You'll help design and manage large-scale projects and programs aligned with our broader company goals and strategic growth plans. In this role you will work cross-functionally with other teams including Customer Enablement, Sales, and Data to help the Customer Success team achieve its vision, goals, and KPIs (key performance indicators).

**Your goal will be to own, implement and iterate processes and tools that help our teams scale and grow ARR (annual recurring revenue) with a particular focus on our Customer Success team. Here's how you'll accomplish this**:

- Implement and manage the Sales and Customer Success technology stack, including the tools and operational workflows
- Develop and manage the implementation of the Sales and Customer Success operations roadmap as we evolve our processes
- Partner with members of the Customer Success, Customer Support, and Sales teams to introduce new capabilities, functionalities, and supporting processes
- Work with the Data team to investigate customer retention trends, leading indicators for customer risk, and upsell opportunities
- Work cross functionally with Data, Sales and Customer Success leaders to create and report on various KPIs across the Thinkific Plus GTM (Go-To-Market) teams
- Implement solutions to overcome scaling challenges in a hyper-growth setting
- Support people planning, onboarding, and training programs for the Sales and Customer Success teams

**The person we have in mind likely**:

- Has 3+ years of experience in Sales Operations, Revenue Operations, or Customer Success Operations, preferably in a high growth SaaS environment
- Possesses data-driven and analytical problem solving skills with a history of hands-on implementation of recommended solutions
- Proven experience administering both Salesforce and Customer Success platforms such as Gainsight, ChurnZero, Zendesk, and more
- Has a track record of optimizing processes across different Customer Success teams including onboarding, renewals and success, and support that is informed by a deep knowledge of various Customer Success processes for digital products
- Possess strong cross-functional stakeholder management skills, with the ability to build trusting relationships, credibility, and influence without authority
- Considers themselves well versed in business concepts where they can easily link operations and impact between different functions (ie: Sales, Marketing, Finance, Operations, etc.)
- 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 implementing Customer Success processes such as customer success onboarding, customer reachout process, renewal and account stages
- Expertise implementing and managing sales tech stack such as Chili Piper or Outreach
- Familiarity with customer health scoring models
- Exposure to Customer Success capacity planning and account allocation

**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 o

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