[Hiring] Customer Success Manager @Thinkific

Role Description

As a Manager, CSM (16-month contract), you will report directly to our Sr Director of Customer Success, and be responsible for leading the Strategic CSM team at Thinkific. In this role you will have three core areas of focus:

• Team Leadership:
  • Run daily team operations, lead team meetings, and monitor and forecast on KPIs.
  • Mentor your direct reports, and foster a culture of accountability, growth, and excellence.
• Customer Success:
  • Ensure our highest value Plus customers achieve measurable outcomes with Thinkific.
  • Join key customer calls and handle escalations.
  • Use relationship-building and problem-solving skills to strengthen partnerships, maximize satisfaction, and drive long-term retention.
• Business Impact:
  • Drive revenue growth by designing and implementing strategies to increase renewal rates and drive expansion across your portfolio.
  • Work closely with Customer Experience leaders and cross-functionally with Sales, Product, Marketing, and Revenue Operations.

Job Duties:

• Lead and develop a group of Customer Success Managers who manage our highest-value clients, including leading regular call coaching sessions.
• Run day-to-day team operations, including weekly meetings, renewal/expansion forecasting, and strategic planning.
• Identify operational inefficiencies and create effective, repeatable processes to reduce them.
• Build relationships with customers and take the lead in resolving complex customer challenges.
• Act as the Voice of the Customer for the Plus Product roadmap.
• Work closely with the Sr. Director of Customer Success to develop and execute on a long-term growth strategy.
• Achieve and maintain strong KPIs among the team, including renewal rate, expansion ARR, and NRR.

Qualifications

• 4+ years of experience managing customer accounts.
• At least 3 years of experience managing individual contributors and leaders (Enterprise SaaS experience is highly desired).
• Successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction.
• Excellent team building, leadership, and 1-on-1 coaching skills.
• Strong project management, problem-solving, and change management skills.
• Fanatical about Customer Success and can understand customer needs and challenges.
• Strong organizational skills and attention to detail.
• Ability to perform well under pressure and handle emergency situations.
• Loves to learn and grow, and knows how to give and receive radically candid feedback.

Requirements

• Salary range base of $105,000 - $130,500 - $155,000.
• Most new hires start between the minimum and midpoint, aligning with being fully capable in the role.
• Salaries above the midpoint are typically reserved for team members with strong performance, deep expertise, and significant positive impact.
• For high-demand or hard-to-fill positions, we may hire above midpoint for candidates with exceptional experience, skills, or impact potential.

Benefits

• An amazing team of talented, passionate, and kind Thinkers.
• The chance to build, improve, and innovate on a platform driving positive impact.
• A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan.
• Flexible Paid Time Off to maintain mental and physical health.
• Comprehensive health benefits starting on Day 1, including health, vision, and dental coverage.
• 3 Paid Volunteer Days each year to give back to your community.
• Flexible Work options.
• An annual $2,000 CAD Learn and Grow fund for professional development.
• A home office setup with a company-owned Macbook Pro and budget for office accessories.
• A place where you can bring your whole self to work.