Customer Success Manager
6 days ago
About the Role
Thinkific Labs Inc. is seeking an experienced Customer Success Manager to lead a team of Customer Success Managers who support clients on our Plus plan. As a key member of our Customer Success team, you will be responsible for developing and executing a strategy to drive the success of our highest value Plus customers, specifically increasing retention, improving customer satisfaction, and identifying upsell opportunities.
Key Responsibilities
- Lead a Team of Customer Success Managers: Directly lead, coach, and develop a group of Customer Success Managers who manage our highest-value clients.
- Develop and Execute a Customer Success Strategy: Work closely with our Director of Customer Success to develop and execute on a long-term growth strategy.
- Manage Customer Success Metrics: Maintain strong KPIs among the team, such as renewal rate and Net Revenue Retention (NRR) and upsell quotas.
- Create Objectives and Key Results (OKRs): Create Objectives and Key Results (OKRs) for the team, create work plans against them, manage the execution, and track progress along the way.
- Resolve Customer Escalations: Join customer calls, and leverage strong executive partnership and negotiation skills to resolve tricky customer escalations in a mutually beneficial way.
- Hire and Develop Talent: Help us grow our amazing team by hiring exceptional talent.
- Lead Day-to-Day Team Operations: Lead day-to-day team operations including daily huddles, meetings, and brainstorms.
- Document Processes and Efficiencies: Create, innovate on, and document processes and efficiencies that help scale the team.
Requirements
- Experience: 3+ years of experience managing customer accounts and at least 2 years of experience managing others (SaaS experience is highly desired).
- Track Record: Has a successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction.
- Leadership Skills: Demonstrates excellent team building, leadership, and 1-on-1 coaching skills and believes in servant leadership.
- Collaboration: Is highly collaborative, eager to work across disciplines and knows how to bring the voice of the customer into product planning and development.
- Problem-Solving: Is a problem-solver at heart, and has no trouble figuring out how to solve a complex platform problem even if they don't know the answer initially.
- Project Management: Possesses strong project management and change management skills.
- Data Analysis: Can analyze data, identify trends, and glean insights to suggest solutions that will create positive change.
- Communication: Has strong written and verbal communication skills.
- Organization: Is extremely organized with strong attention to detail, and rarely misses a task or follow-up.
- Adaptability: Performs well under pressure and can handle emergency situations on the fly.
- Continuous Learning: 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.
Preferred Qualifications
- Technical Skills: Are familiar and comfortable with Salesforce, Looker, Gong, Slack, Asana, Google Drive.
- Industry Experience: Have experience related to education, teaching, edtech, etc.
- Sales Experience: Have previously worked in a B2B SaaS sales role.
What We Offer
Thinkific Labs Inc. offers a competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan. We also offer flexible Paid Time Off to maintain mental and physical health, comprehensive benefits starting on Day 1, a short-term health plan, and an additional 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.
Why Join Us
At Thinkific Labs Inc., we believe 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.
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