Customer Relationship Manager, High Growth Creators (Distributed - US)

Thinkific is a software platform that gives anyone the ability to easily create and sell online courses, build vibrant communities, and monetize memberships. We believe in impactful and innovative work: our team of 260+ Thinkers is building and expanding an incredible product that empowers Creator Educators and businesses 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 excited by the idea of helping innovative thought leaders grow successful businesses? Do you tend to dream big right alongside your customers and do whatever it takes to help them reach their goals? We’re fanatical about customer success and we’re looking for a Customer Relationship Manager to join us at Thinkific! 

As a Customer Relationship Manager, High Growth Creators, you’ll support our high-value customers in getting the most value from Thinkific and expanding their businesses on our platform. You’ll help them level-up their business  through recommending best practices, proactively identifying new business opportunities, teaching them how to use the platform more effectively, troubleshooting technical issues, and helping manage the acquisition pipeline. Reporting to the General Manager, High Growth Creators, you will ensure our high-value customers always experience unparalleled support throughout their entire journey with Thinkific.

Your goal will be to create lasting customer relationships to grow the High Growth Creator business line, drive expansion opportunities, and retain customers. Here’s how you will accomplish this: 

• Help our most successful customers earn more revenue on Thinkific 
• Create strong customer relationships within your portfolio to lead customers through their annual renewals, identify ‘at risk’ customers, and find potential revenue expansion opportunities
• Facilitate follow up, follow through, and regular company touch-bases with prospects in your portfolio
• Assist in acquisition pipeline management and manage execution on acquisition contract deliverables 
• Work cross-functionally with internal teams to maintain, and improve Net Promoter Score (NPS)  and value perception
• Help customers understand Thinkific is as dedicated to their success as they are through fast response times to inbound emails, chats, and inquiries
• Create onboarding, activation, and monetization plans for assigned customers, shepherding them through new account creation to success on the platform
• Interpret and solve technical questions (with assistance from our support and engineering teams when necessary), and escalate bugs as needed
• Make personalized recommendations to customers and guide them towards successful use of our product by adding or proving value; offer alternative and impactful solutions if Thinkific does not meet their exact needs
• Maintain excellent HubSpot hygiene so all team members have access to the same important customer relationship information
• Collect feedback and act as the voice of customer—you’ll advocate for their needs first 

The person we have in mind likely:

• Has 3+ years of experience working to grow revenue and manage operations within a creator education business, ideally with a high-profile creator
• Has 2+ years of experience in a customer-facing role
• Has a strong perspective on the role digital distribution plays in the success of a creator’s thought leadership business
• Has exposure to and experience with multiple revenue streams (e.g. courses, coaching/consulting, speaking, events, books, ad revenue, brand deals, etc.)
• Has demonstrated expertise as a thought leader
• Is proactive and eager to help—they’re only happy when their customers are happy!
• Is driven by moving a revenue pipeline forward and is unafraid to go above and beyond their general range of duties to ensure success 
• Possesses high levels of empathy and patience, and has strong persuasion skills to easily find win-win resolutions
• Has an uncanny ability to notice trends and foresee issues—they proactively act to make improvements where necessary
• Is comfortable managing customer expectations through good times and bad
• Is exceptionally  detail oriented and organized—they don’t let anything slip through the cracks!
• Loves to learn and grow. They’ve found (and k