Operations Manager, Customer Success – Thinkific / Thinktific
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Thinkific / Thinktific (201-500 Employees, 271% 2 Yr Employee Growth Rate)
89% 1-Year Employee Growth Rate | 271% 2-Year Employee Growth Rate | LinkedIn | $0 Venture Funding
What Is Employee Growth Rate & Why Is It Important?
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Are you a leader who’s looking for your next opportunity to grow and develop an amazing team? Do you get motivated by helping others succeed, whether that’s customers or your own team? Are you excited at the prospect of building out new and innovative strategies, grounded in performance data and metrics? If you’re looking for a big challenge that holds big opportunities, you’ll find that at Thinkific!
As the Operations Manager, Customer Success at Thinkific, you will be responsible for managing existing processes and tools as well as introducing new ones so that the Customer Success team can scale as our business grows. Working closely with the Customer Success team and other teams, including Sales, Data, and Product, you’ll help the Customer Success team achieve their vision, goals, and KPIs. You’re someone who is process-oriented, has solid experience implementing and managing support tech stacks, and has a good understanding of data to provide operational support and strategic input to help teams hit their goals.
In this role, you will:
- Implement and manage the Customer Success technology stack, including the tools and operational workflows
- Manage the implementation of the Customer Success operations roadmap as we evolve our customer health, user adoption, C360, and voice of the customer capabilities
- Partner with members of the Customer Success, Customer Support, and Sales teams to introduce new capabilities, functionality, and supporting processes
- Work with the Data team to investigate customer retention trends, leading indicators for customer risk, and upsell opportunities
- Work with system admins, Data team, and Customer Success leaders to create and report on various KPIs across the department
- Implement solutions to overcome scaling challenges in a hyper-growth setting
- Support people planning, onboarding, and training programs for the Customer Success team
To be successful in this role, you likely:
- Have 3-5 years of experience in customer success operations, sales operations, or revenue operations, preferably in a SaaS environment
- Have proven experience with administering both CRMs and customer success platforms such as Salesforce, Gainsight, ChurnZero, or Zendesk
- Show experience in planning rollouts and adoption for new customer success systems and processes
- Possess cross-functional experience working on strategic initiatives with stakeholders from customer marketing and sales
- Are experienced in optimizing processes across different customer success functions including onboarding, renewals and success, and support
- Have knowledge of various customer success processes for digital products
- Are a self-starter comfortable working with stakeholders across an organization to help set goals and prioritize
You might be the person we’re looking for if you:
- Are eager to learn and grow—you’ve likely had some post-secondary education or have equivalent professional experience in a similar role, and you continue to seek opportunities to level up your skills
- Have some experience implementing customer success platforms such as Gainsight or ChurnZero
- Can demonstrate some experience implementing customer success processes, such as an onboarding process or customer reachout process
Bonus points if you:
- Are familiar with customer health scoring models
- Have experience working on a compensation model for customer success teams and leaders
About us:
We’re about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses.
Our mission is no less than to revolutionize the way people learn and earn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. We believe in meaningful, innovative work: we’re building and expanding an incredible product that empowers course creators around the globe while working collaboratively to learn and succeed together. Together, we’ve served over 50,000 course creators and more than 25 million students, and these numbers are growing each day!
Why we think you’ll like working with us:
- Be part of a team of incredibly talented, passionate, and driven people focused on building and innovating on a best-in-class learning platform
- Make an impact with your work—each person has an equal opportunity to contribute to our goals and every day, we get to see how Thinkific is empowering both course creators and their students
- Join one of the fastest-growing companies in Canada and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!
- Contribute to Thinkific’s award-winning culture—we’re one of Canada’s Most Admired Corporate Cultures and a certified Great Place to Work!
- We offer competitive salaries, a comprehensive benefits package including health, dental, vision, and mental health coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family
- Whether you’re at our Vancouver HQ or working from home, you’ll have the opportunity to build meaningful relationships with Thinkers on your team and across the company through team-wide events, meet and greets with new team members, and regular social events
- Have fun with our team, even while we’re working remotely—join us for an online games session, virtual trivia and paint nights, at-home fitness challenges, or even an online coffee brewing demo!
- Get additional health and wellness support through a lifestyle or health spending account to put your dollars where you need it most, whether that’s subsidizing your gym membership, covering out-of-pocket expenses, or getting new gear
- Enjoy our open vacation policy and flexible work environment, because we know the importance of having a great work-life balance (and sometimes, you do your best work in slippers)
- Learn and Grow is one of our values and we take it seriously, providing opportunities through lunch and learns, training, workshops, mentorship, and our $1500 education allowance
- Grow your career AND your family at Thinkific—you’ll be taken care of with our parental leave top-ups as you add to your family
- Meet the many @dogsofthinkific (and yes, they’re as cute and cuddly as they look)
- Work with the hardware you’re most comfortable with, and upgrade or replace your system when you need to with our technology bonus
- Get set up for success, whether that’s at the office or at home. Whether you need a monitor, laptop stand, keyboard, mouse, or even a desk, we’ll work to ensure you have what you need to do your best work
- Be confident bringing your whole self to work—we’re proud to be an inclusive company with a diverse team and values grounded in ethics and equality
- Here at Thinkific, we know that the different perspectives on our team have led to amazing ideas, more innovation, and, ultimately, our success as a company. Our team welcomes applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can’t wait to meet you!