Job description
Thinkific is a learning commerce platform. We unite community, courses, and content with commerce, so experts and teams can create transformative learning experiences to grow their revenue. We build products that create impact and raise the bar on what’s possible through online learning.
Our team of 275+ Thinkers supports customers around the globe while working collaboratively to learn, grow, and succeed together. Join us to see how we’re building one of the best workplaces in Canadian tech!
We believe every candidate should have a fair, inclusive, and overall great experience when exploring a new role with Thinkific. That starts with outlining our hiring process so you know what to expect every step of the way—click here to learn more: https://thnk.cc/whattoexpect
Are you passionate about empowering innovative thought leaders to grow successful businesses through education? We’re looking for a motivated Launch Specialist to join us at Thinkific.
As a Launch Specialist, you’ll be working with customers as they onboard to Thinkific Plus. Your primary responsibility will be to develop and execute comprehensive launch plans for clients within your portfolio, and help them manage their project to achieve first value. This will involve goal setting, consulting on their education tech stack, and providing guidance on how to best leverage the Thinkific platform (and connected systems) to support their intended business objectives. Reporting into a Sr. Manager, Customer Success, you’ll act as a subject matter expert on the Thinkific platform, and you’ll play a vital role in getting our customers launched quickly and successfully.
Your goal will be to help customers successfully launch their businesses on Thinkific by being a subject matter expert and resource for them. Here’s how you’ll accomplish this:
- Create thoughtful, strategic launch plans by partnering with each customer to define clear measurable goals aligned to their business objectives.
- Facilitate a smooth onboarding process by building a trusted partnership that includes helping Plus customers “learn the ropes” of the Thinkific platform. This includes sharing best practices for site set up and content migration, making personalized recommendations, and guiding them towards successful use of our product
- Drive customers toward their launch goals by keeping them focused on success metrics, proactively identifying and addressing risks, and celebrating milestones along their journey.
- Solve technical questions (leveraging support from internal teams when necessary) including those on topics like API, SSO, and Liquid Theme Code Customizations, and automations (via API, Webhooks, and/or Zapier) with third party systems based on the customer requirements and goals
- Liaise with the Sales and Customer Success Management (CSM) teams for a seamless customer experience from pre-sales through onboarding and a smooth post-launch handoff to the CSM team. You will also work closely with CSMs to share potential upsell opportunities during the Launch phase.
- Collect feedback and advocate for customers’ needs, while closely collaborating with Product Managers to scope out future features
- Connect customers with Thinkific Experts to help realize their vision - whether through learning experience consulting, customer design, or advanced development or integration services
- Project manage each client through their Launch journey in order to achieve their specific success metrics within a desired timeframe, measured by ‘time to launch’
- Maintain high levels of customer satisfaction, measured by NPS
The person we have in mind likely:
- Has 4+ years of experience in account management, customer success, and/or implementation support
- Is an independent problem solver and tech savvy. They can work through a problem and find just the right solution for their client, even when that may mean diving into a new technical program
- Has a great attitude and is a team player with a passion for seeing others succeed
- Communicates effectively with technical and non-technical people, both verbally and through writing
- Loves to learn and grow. They continue to look for ways to level up their skills, whether through formal education, new professional experiences
These things would also be nice, but we think you could learn them on the job:
- A basic understanding of HTML and CSS. You don’t need to be able to build a website, but being able to read code and understand what’s going on is an asset
- Conversational API knowledge. You should be able understand REST and/or GRAPHQL API documentation and know how to conceptualize a solution
- Strong understanding of common tech stack tools and their role in a business, such as email marketing, CRMs, data warehouses, eCommerce platforms, ticketing systems, etc.
- Experience in education, learning management systems, or SaaS organizations
The recruitment compensation range for this position is $70,000-$92,000 CAD.
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.
What you can expect if you join Thinkific:
👏 An amazing team of talented, passionate, and kind Thinkers. Together, we’ve built an amazing, award-winning culture—we’re a Certified Great Place to Work and one of Canada’s Top Small & Medium Employers!
🚀 The chance to build, improve, and innovate on a platform that’s driving positive impact for thousands of businesses and millions of students around the world.
💸 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. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season.
🩺 Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options.
💻 Flexible Work. Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery.
⬆️ Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities.
🏡 A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively.
💙 A place where you can bring your whole self to work. We know that different perspectives lead to amazing ideas, more innovation, and, ultimately, our success as a company. We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can’t wait to meet you!
The Thinkific Vancouver office operates on the traditional, ancestral, and unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations of the Coast Salish People. We encourage everyone to learn more about the original caretakers of the land that you currently occupy.
