Director, Technical Services

About the role

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! Are you excited by the opportunity to shape how customers experience Thinkific from pre-sale to launch and beyond? We're looking for a Director, Professional Services & Technical Success to join us at Thinkific . As the Director, Professional Services & Technical Success, you will define, build, and scale a Professional Services practice, designing our service offerings, driving services revenue, and delivering measurable value for our most complex customers. In this role, you will own the strategy and execution for three critical functions: Professional Services, Sales Engineering, and Launch, to ensure our customers' technical success and realization of the full power of the Thinkific platform. This is both a strategic and highly operational role. In its current phase, approximately 70% of your time will be spent directly leading and scaling three critical functions: Professional Services, Sales Engineering, and Launch, while roughly 30% will focus on designing, building, and documenting the systems that power the program. Your goal will be to drive retention and adoption while leading a high-performing technical services organization. Here's how you'll accomplish this: Pre-Sales, Launch, and Professional Services Excellence You will directly own and ensure technical success from the first demo to a successful launch and beyond for high value prospects and the most complex customers. This includes: Lead and scale a high-performing organization encompassing Professional Services, Sales Engineering, and Implementation Specialists (Launch), with direct accountability for team leaders. This is a manager of managers role, and includes responsibility for the mentorship, performance, and professional development of those leaders Build and lead the Professional Services Practice: Define, develop, and iterate on Thinkific 's Professional Services offerings, including service tiers, scoping methodology, delivery frameworks, and repeatable playbooks. Own pricing and packaging of Professional Services offerings in collaboration with RevOps and Sales, ensuring services are commercially viable and competitively positioned Drive Professional Services revenue growth by increasing attach rate, expanding service scope, and identifying upsell opportunities within the customer base Deliver high value consulting, custom migrations, and complex technical integrations for our most demanding customers Develop utilization targets, margin models, and operational metrics that make the Professional Services practice accountable and scalable Collaborate Cross Functionally: Act as the voice of technical services within the organization. Work with Product and Engineering to provide feedback on customer needs, and with Sales to ensure our technical capabilities align with our go-to-market strategy Operationalize for Scale In addition to managing and growing a high-performing technical services team, you will design and operate a high leverage, scaled operational framework to ensure the department is operating effectively and driving feature adoption across the broader technical services department. Specifically, you will: Champion the use of AI tools and automation across the Technical Services organization, identifying where AI can accelerate delivery, reduce manual effort, and improve the customer experience at scale Establish a data driven framework in partnership with Customer Success and Sales leadership for identifying time to value challenges and poor feature adoption, growth opportunities, and segment specific intervention triggers across the customer base and Thinkific platform adoption Define and operationalize clear signal thresholds in partnership with Product and Engineering to address new feature adoption rates, technical roadblocks or integration challenges, and post launch customer engagement that determine engagement pathways Lead high profile projects and drive key feature adoption initiatives, including hiring, complementing your primary program development responsibilities for the technical services team What We're Looking For Required Has 10+ years of experience in technical customer facing roles (Professional Services, Consulting, or Technical

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