Do you excel at leading high-performing customer success teams, driving retention and expansion, and delivering exceptional customer experiences at scale? We’re looking for a Vice President of Customer Success to join us at Thinkific.

We are seeking an experienced Vice President of Customer Success to serve as a strategic leader responsible for the success, satisfaction, and expansion of our customer base. You’ll oversee all post-sales functions, including Customer Success Management (CSM), Technical Solutions Engineering, and Launch Services across both our Plus (enterprise) and Self Serve business. This role combines customer strategy with hands-on leadership to drive retention, upsell, and long-term customer value.

You’ll lead a global team to deliver exceptional experiences at every stage of the customer journey while managing retention and expansion revenue targets aligned to company goals.

Key Responsibilities:

Customer Success Strategy & Leadership

• Define and execute a scalable customer success strategy aligned with $100M+ revenue objectives.
• Own customer health metrics (e.g., NRR, churn, commerce adoption, expansion revenue, CSAT, NPS) and implement programs to improve them.
• Partner cross-functionally with Sales, Product, GTM Operations, and Support to ensure seamless customer engagement and a “zero handoffs” approach to successfully onboarding, launching, and servicing customers.
• Guide the continued evolution of how we approach CS for customers, including the level of service and support we provide, frameworks for success (e.g. QBRs ROI Scorecards), and the consultative guidance offered to grow our customers’ commerce revenue and payments adoption.
• Lead in how we use AI tools to deliver more value in less time, and more – to ensure we continually up our game and out compete on quality of service.
• Lead and scale a high-performing Customer Success team (CSMs, launch specialists, and solutions engineers).

Retention & Expansion Revenue

• Set and meet Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) goals.
• Drive customer adoption and value realization to reduce churn and increase renewals.
• Create and oversee upsell and cross-sell strategies, including designing the account segmentation strategy, developing expansion playbooks, guiding all CS enablement and training, and leading execution.

Launch & Implementation Services

• Oversee onboarding processes, ensuring time-to-value and implementation KPIs are met.
• Support our technical launch services, ensuring we take a Commerce-first approach to launching our customers.
• Design delivery methodologies for complex or high-touch implementations, working closely with your team, Support, and R&D to continually improve these processes.

Technical Solutions & Success Operations

• Lead the Solutions Engineering team to provide technical guidance pre- and post-sale, including around our Commerce offerings.
• Develop success plans, data-driven health score models, and feedback loops (including prioritized quarterly product requests based on revenue potential) for Product.
• Work with GTM Operations to manage Customer Success Operations tools and processes, including the use of our CRM, CS software, and reporting dashboards.

Required Skills & Qualifications:

Experience

• 12+ years in Customer Success, Account Management, or Professional Services, with at least 7 years in a leadership role at a software company. Experience in a Commerce business is highly desirable.
• Proven track record managing $50M+ ARR customer portfolios in a B2B SaaS environment.
• Experience with both mid-market and enterprise clients and technical onboarding/implementation cycles.
• Familiarity with subscription metrics, revenue forecasting, and revenue accountability.
• Exceptional team leadership and communication skills, with the ability to influence
• and inspire cross-functional teams.

Leadership & Operational Skills

• Ability to lead and inspire cross-functional teams across geographies.
• Strong strategic thinker with hands-on execution skills.
• Expertise in CS platforms (Gainsight, Totango, Salesforce) and customer analytics.
• Exceptional communication and executive engagement skills.

Success Traits

• Customer-obsessed mindset with a bias for action and problem-solving.
• Data-driven with strong financial acumen and comfort working with KPIs.
• A collaborative leader who thrives in a scale-up or growth-stage environment.
• Passion for creating exceptional customer experiences and outcomes.

We’re committed to fair and transparent pay that reflects both where you’re at and where you can grow. This role has a salary range of $196,500 – $245,600 – $294,700 CAD 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.