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
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.
For candidates based in the US, the salary range for this position is $207,200 - $259,000 - $310,800 USD.
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.
