Who you are

• Have 3+ years of experience managing customer accounts. Show a successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction
• Demonstrate excellent team building, leadership, and 1-on-1 coaching skills
• Possess strong project management, problem-solving, and change management skills
• Be empathic to your core and be able to step into a customer’s shoes, regardless of how angry, frustrated, or disgruntled they are
• Have strong written and verbal communication skills
• Rarely miss a task or follow-up by putting your organization skills and strong attention to detail to use
• Perform well under pressure and can handle emergency situations on the fly
• Are eager to learn and grow—you’ve likely had some post-secondary education, continue to seek opportunities to level up your skills, or have equivalent professional experience in a similar role
• Are keen to analyze data, identify trends, and glean insights to suggest solutions that will create positive change
• Have no trouble figuring out how to solve a complex platform problem even if you don’t know the answer initially—you’re a problem solver at heart!
• Know how to bring the voice of the customer into product planning and development
• Are familiar and comfortable with Salesforce, Looker, Slack, Asana, Google Drive
• Have experience related to education, teaching, edtech, etc
• Have previously worked in a B2B sales role

What the job involves

• You know that the success of any company is tied to the customer experience and team engagement—and that’s where you come in
• As a Team Lead, Customer Success you will be responsible for leading 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
• You’ll also work closely with our Senior Customer Success Manager to develop and execute on a strategy to drive the success of our Plus customers, specifically increasing retention, improving customer satisfaction, reducing churn, and driving expansion opportunities
• By coaching, mentoring, and facilitating the career growth of our Customer Success Managers, you’ll help develop a happy and high-performing team. You’ll play a pivotal role in ensuring we successfully grow and scale the team and business
• The Customer Success department at Thinkific is made up of four teams: Solutions Engineering, Implementation,and Customer Success Management. You will work closely with each of these groups to ensure a seamless customer journey
• In this role, you’ll also be part of the Customer Success Management leadership team and contribute to wider department strategic planning
• Directly lead, coach, and develop a group of Customer Success Managers, maintaining a high standard of performance for the team Maintain strong KPIs, such as renewal rate, NRR, and upsell quota
• Communicate Cclear weekly and quarterly forecastsing on team metrics, such as (churn/, retention, risk, expansion
• Add; something about knowing our customers, being involved in calls, executing strong stakeholder management routines, etc, and account outliers)
• Assist, collaborate on and own V2MOM initiatives and team projects resulting in intended positive outcomes with leadership support
• Leverage strong negotiation skills to resolve tricky customer escalations in a mutually beneficial way. You will be responsible for supporting CSM’s in escalations (both in calls and behind the scenes.but also required to step in from time to time with the customer directly,
• Help us grow our amazing team by hiring great talent, which includes onboarding
• Be rResponsible for performance review management and delivery, as well as supporting career growth
• Run day-to-day team operations including huddles, 1:1s, pipeline reviews, and brainstorms
• Create and document processes and efficiencies that help scale the team
• Collaborate with the Senior Manager of CS and complementary teams such as sales, marketing, partnerships, enablement, product, and operations, to close the loop in terms of process, experience, and client needs

Benefits

• Open vacation policy: We're big proponents of sand, sun, and taking time to recharge. As long as you're getting your work done and keeping your team supported, take vacation when you need it. We encourage Thinkers to take at least 4 weeks vacation each year
• Flexible work environments: Whether you’re working from Thinkific HQ or working from home, set your own hours to find a rhythm that works for you and your team. Finding the time for workouts, laundry, daycare dropoffs, or appointments is easier than ever.
• Learning opportunities and personal development: Interested in a course, conference, or career coaching? We’ve got you covered with our $1500 Learn and Grow fund to support your personal and professional growth, on top of regular lunch & learns, internal courses and workshops, and a coaching program. Our people leaders will work with you to ensure you’re taking advantage of the learning opportunities you want and need
• Competitive benefits package: Our benefits kick in on your first day at Thinkific and include coverage for health, vision, dental, prescriptions, and up to $3000 for your mental health. Our Employee and Family Assistance Program will also take care of you and your family, providing everything to support your well-being
• Parental leave: We care about helping you grow your career AND your family. Family is important to us, and our paid parental leave gives you a little extra help while you're beginning this new adventure. Learn more about our family leave benefits here
• We actually hang out: Thinkers are some of the kindest (and most fun!) people out there. We're into boat parties, hackathons, company retreats, and celebrating everything from Canada Day to Brazilian Carnival. Wherever you’re based, you’ll have opportunities to connect with your team both virtually and IRL
• The bow-wow benefits: Office dogs. Plural. Meet them on Instagram at @dogsofthinkific