Team Lead, Customer Success Scale

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 incredible? 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 Team Lead, Customer Success you will be responsible for leading a team of Customer Success Managers who support clients Thinkific's Plus plan. You'll run daily team operations, including resolving blockers and challenges as well as identifying solutions and opportunities. You'll also work closely with our Senior Customer Success Manager to develop and execute on a strategy to drive the success of our Plus customers, specifically increasing retention, improving customer satisfaction, reducing churn, and driving expansion opportunities. By coaching, mentoring, and facilitating the career growth of our Customer Success Managers, you'll help develop a happy and high-performing team. You'll play a pivotal role in ensuring we successfully grow and scale the team and business.

The Customer Success department at Thinkific is made up of four teams: Solutions Engineering,  Implementation,and Customer Success Management. You will work closely with each of these groups to ensure a seamless customer journey. In this role, you'll also be part of the Customer Success Management leadership team and contribute to wider department strategic planning. 

In this role, you will:

• Directly lead, coach, and develop a group of Customer Success Managers, maintaining a high standard of performance for the team Maintain strong KPIs, such as renewal rate, NRR, and upsell quota
• Communicate Cclear weekly and quarterly forecastsing on team metrics, such as  (churn/, retention, risk, expansion
• Add; something about knowing our customers, being involved in calls, executing strong stakeholder management routines, etc, and account outliers) 
• Assist, collaborate on and own V2MOM initiatives and team projects resulting in intended positive outcomes with leadership support. 
• Leverage strong negotiation skills to resolve tricky customer escalations in a mutually beneficial way. You will be responsible for supporting CSM's in escalations (both in calls and behind the also required to step in from time to time with the customer directly, 
• Help us grow our amazing team by hiring great talent, which includes onboarding
• Be rResponsible for performance review management and delivery, as well as supporting career growth 
• Run day-to-day team operations including huddles, 1:1s, pipeline reviews, and brainstorms
• Create and document processes and efficiencies that help scale the team
• Collaborate with the Senior Manager of CS and complementary teams such as sales, marketing, partnerships, enablement,  product, and operations, to close the loop in terms of process, experience, and client needs 

To be successful in this role, you must:

• Have 3+ years of experience managing customer accounts. Show a successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction
• Demonstrate excellent team building, leadership, and 1-on-1 coaching skills 
• Possess strong project management, problem-solving, and change management skills
• Be empathic to your core and be able to step into a customer's shoes, regardless of how angry, frustrated, or disgruntled they are
• Have strong written and verbal communication skills
• 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

You might be the person we're looking for if you:

• Are eager to learn and grow—you've likely had some post-secondary education, continue to seek opportunities to level up your skills, or have equivalent professional experience in a similar role
• Are keen to analyze data, identify trends, and glean insights to suggest solutions that will create positive change
• Have no trouble figuring out how to solve a complex platform problem even if you don't know the answer initially—you're a problem solver at heart
• Know how to bring the voice of the customer into product planning and development

Bonus points if you:

• Are familiar and comfortable with Salesforce, Looker, Slack, Asana, Google Drive
• Have experience related to education, teaching, edtech, etc.
• Have previously worked in a B2B sales role

We're committed to fair and transparent pay that reflects both where you are and where you can grow to. This role has a salary range of $90,900 - $113,600 - $136,300 in Canada, 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.

For high-demand or hard-to-fill positions like this one, we may hire above midpoint for candidates who bring exceptional experience, skills, or impact potential.

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.