Customer Success Manager

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Who we are ⬇️ Thinkific is an award-winning learning commerce platform built for scale. By bringing together community, courses, and content with commerce, we power transformative learning experiences and give businesses everything they need to grow their revenue- all from one AI-powered platform. We're a team of 300+ Thinkers building products that matter. Every role at Thinkific contributes to raising the bar for online learning, supporting thousands of learning businesses, and creating real-world impact for millions of learners around the world. 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! About the Role 🚀 Do you enjoy partnering with customers, dreaming big with them, and going the extra mile to help them achieve their goals? We're looking for a Customer Success Manager to join us at Thinkific. As a Customer Success Manager , you will ensure that all Plus clients within your portfolio receive the strategic guidance they need to experience success on Thinkific, beginning from when they first join Thinkific Plus and throughout their lifecycle. You'll help them level up their business by recommending best practices, teaching them how to use the platform more effectively and supporting the ongoing growth of their online course business over time. You'll work to drive net revenue retention for your team, effectively planning and managing client renewals to prevent churn and drive client upgrades, expansion, and contract renegotiations. Through your work, you'll actively contribute to the Customer Success department's objectives and key results each quarter. Your goal will be to work strategically within your book of business in order to provide service to a portfolio of Plus customers. Here's how you'll accomplish this: Partner with Plus customers to deeply understand their business goals and co-create strategies that drive measurable outcomes Collaborate with Launch and Sales teams to ensure seamless customer transitions - establishing clear success plans and checkpoints that set each client up for long-term value Monitor customer health scores and platform adoption to proactively identify at-risk accounts, deepen client relationships, and consistently deliver strong retention rates across your portfolio Own an individual expansion quota, forecast accurately against it, and build proactive action plans to close pipeline gaps Accept, interpret, and solve technical questions (with assistance from our Support and Engineering teams when necessary), and escalate bugs as needed Maintain excellent Salesforce hygiene, so that all CSMs and leadership have access to the same important client information Collect feedback and act as the voice of customer - you'll advocate for their needs first and work closely with our product managers to scope out future features The person we have in mind likely: Has 3-4+ years of experience in an Account Manager, Customer Success Manager, or other customer-facing and quota-driven role, preferably in a SaaS environment Can independently problem solve. They're resourceful and can switch easily between a variety of customer scenarios Is an excellent communicator and strong storyteller who is compelling while speaking to complex ideas and visions with different audiences Goes above and beyond. They're proactive and eager to help-they're only happy when their customers are happy! Possesses high levels of empathy and patience. Whether with their teammates or customers, they're a joy to work with 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 working in multidisciplinary teams and cross-functionally A keen eye for detail-this person always double-checks their work to dot their i's and cross their t's! A technical background and an understanding of the SaaS model. Being able to translate technical jargon to plain language and back again The recruitment compensation range for this position is $65,300 - $81,600 - $97,900 CAD (this range is base salary only). Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment. The range is 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 wi

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