Are you a leader who’s looking for your next opportunity to grow and develop an amazing team? Can you take a clear vision, empower your team, and turn it into something big? 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 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: 

1. Team Leadership: You’ll run daily team operations, lead team meetings, and monitor and forecast on KPIs. You will also mentor your direct reports, and foster a culture of accountability, growth, and excellence. 
2. Customer Success: You’ll ensure our highest value Plus customers achieve measurable outcomes with Thinkific. From joining key customer calls to handling escalations, you’ll use your relationship-building and problem-solving skills to strengthen partnerships, maximize satisfaction, and drive long-term retention. 
3. Business Impact: You’ll play a key role in driving revenue growth for Thinkific by designing and implementing strategies to increase renewal rates and drive expansion across your portfolio. This will require working closely with all Customer Experience leaders, and cross-functionally with a number of different teams, including: Sales, Product, Marketing, and Revenue Operations. 

Job Duties:

• Lead and develop a group of Customer Success Managers who manage our highest-value clients. This includes 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 our customers, and take the lead in resolving complex customer challenges (in partnership with other teams within Customer Experience and across Thinkific, such as Sales, Support, Product)
•  Act as the Voice of the Customer for the Plus Product roadmap, impacting the direction and deliverables 
• Work closely with our Sr. Director of Customer Success to develop and execute on a long-term growth strategy, and develop meaningful ways for CSMs to add value along the customer journey 
• Achieve and maintain strong KPIs among the team, including: renewal rate, expansion ARR, and NRR. You will also work closely with our Commerce team to drive the adoption of Thinkific Payments and grow GMV. 

The person we have in mind likely:

• Has 4+ years of experience managing customer accounts and at least 3 years of experience managing individual contributors and leaders (Enterprise SaaS experience is highly desired) 
• Has a successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction 
• Demonstrates excellent team building, leadership, and 1-on-1 coaching skills 
• Possess strong project management, problem-solving, and change management skills 
• Is fanatical about Customer Success can understand customer needs and challenges 
• 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 
• Loves to learn and grow, and knows how to give and receive radically candid feedback

We’re committed to fair and transparent pay that reflects both where you are and where you can grow to. This role has a salary range base of $105,000 - $130,500 - $155,000 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.

For high-demand or hard-to-fill positions like this one, we may hire above midpoint for candidates who bring exceptional experience, skills, or impact potential.

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.  

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, Technical Services to join us at Thinkific. 

As the Director, Technical Services, you will own the strategy and execution for leading three critical functions: Sales Engineering, Professional Services, and Launch, to ensure our customers' technical success and realization of the full power of the Thinkific platform. You will design and operationalize a world-class technical journey that combines pre-sales excellence, optimized launch journeys, and high-value technical service offerings. Your work will directly impact driving revenue, accelerating time-to-value, and maximizing Net Revenue Retention (NRR). 

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: Sales Engineering, Professional Services, 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 ensuring technical success from the first demo to a successful launch and beyond for high-value prospects and most complex customers. This includes:

• Lead and scale a high-performing organization encompassing Sales Engineering, Implementation Specialists (Launch), Professional Services, and Consulting. This includes responsibility for the mentorship, performance, and professional development of the team leaders.
• Build the Professional Services Practice: Define and iterate on our Professional Services offerings and collaborate with RevOps on pricing and packaging new services, ensuring we provide high-value consulting, custom migrations, and technical integrations that help our most complex customers succeed.
• 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:

• 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/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.

The person we have in mind likely:

• Has 10+ years of experience in technical customer-facing roles (Consulting, Professional Services, or Technical Account Management), with at least 5 years in a leadership position at a SaaS company.
• Is a proven leader, you have experience managing multi-disciplinary teams and have a track record of hiring, coaching, and retaining top technical talent.
• Has technical depth, you understand the SaaS model inside and out. You are comfortable discussing APIs, SSO, webhooks, and complex integrations, and you can translate this tech-speak into plain language for any audience.
• Is a strategic thinker who looks beyond day-to-day execution and designs scalable processes that work just as effectively for 1,000 customers as they do for 10.
• Is a strong communicator: You are a compelling storyteller who can speak to executive stakeholders and technical individual contributors with equal confidence.
• 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: 

• Has experience in the E-learning or Learning Management System (LMS) space.
• Has previously built a Professional Services organization from the ground up.
• Has built and managed teams that include employees and contractors
• Are familiar with tools like Salesforce, Zendesk, and Jira.

We’re committed to fair and transparent pay that reflects both where you are and where you can grow to. This role has a salary range of $150,000 - $180,000 CAD in Canada plus variable compensation aligned to individual and company performance, 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.

For high-demand or hard-to-fill positions like this one, we may hire above the midpoint for candidates who bring exceptional experience, skills, or impact potential.

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.