Manager, Customer Success (14-month contract) (Distributed - Canada)

Thinkific is a software platform that gives anyone the ability to easily create and sell online courses, build vibrant communities, and monetize memberships. We believe in impactful and innovative work: our team of 260+ Thinkers is building and expanding an incredible product that empowers Creator Educators and businesses 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!

We believe every candidate should have a fair, inclusive, and overall great experience when exploring a new role with Thinkific. That starts with outlining our hiring process so you know what to expect every step of the way—click here to learn more: https://thnk.cc/whattoexpect

Are you a leader who’s looking for your next opportunity to grow and develop an amazing team of Customer Success Managers? Do you believe that a company’s success is deeply connected to the customer experience and team engagement? We’re looking for a Manager, Customer Success (14-month contract) to join us at Thinkific.  

As a Manager, Customer Success (14-month contract) you will lead 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. Reporting to and working closely with our Director of Customer Success, you will develop and execute a strategy to drive the success of our highest value Plus customers, specifically increasing retention, improving customer satisfaction, and identifying upsell opportunities. By coaching, mentoring, and facilitating the career growth of our Customer Success Managers, you’ll help develop an engaged and high-performing team. You’ll play a pivotal role in ensuring we successfully grow and scale the team as well as the overall Plus business.

Your goal will be to empower your team to achieve a high customer retention rate and to increase overall Net Revenue Retention (NRR). Here’s how you’ll accomplish this: 

• Directly lead, coach, and develop a group of Customer Success Managers who manage our highest-value clients 
• Maintain strong KPIs among the team, such as renewal rate and NRR and upsell quotas
• Work closely with our Director of Customer Success to develop and execute on a long-term growth strategy
• Create Objectives and Key Results (OKRs) for the team, create work plans against them, manage the execution, and track progress along the way 
• Join customer …