Customer Success (Onboarding) Manager - Education Vertical

The Customer Success and Onboarding Team is responsible for setting up our Education (K-12) customers for success through onboarding new customers, and driving value throughout their life cycle. In this role as a Customer Success (Onboarding) Manager, you will be responsible for enabling the fastest time to value for our customers while creating satisfied, successful long-term customers who understand, internalize and realize the value of ThoughtExchange.

As our software product evolves, this team is driving innovation in how we support our customers throughout the customer journey. Today this process includes a highly supported customer kick off, launch planning and execution, review of value, and success planning. Six months from now, it could include a more tech-touch approach with scaled One:Many training. Or maybe - something we haven’t thought of yet! Are you motivated by helping define what is possible within a customer success context? If you are, this could be the role for you.

ThoughtExchange is one of Canada’s fastest growing companies and is the only Enterprise Discussion Management platform powered by patented anti-bias technology. Modern leaders use ThoughtExchange to quickly gain critical insights and improve strategic decision making. With backing from some of the top investors in North America, ThoughtExchange is trusted by leaders across the globe to drive pivotal discussions at scale. At ThoughtExchange, we want to help you take your career to the next level where you’ll have the support and collaboration of the team to help us reach our goal which is to create lifelong customers.

Please note this role is remote and open to candidates based in Canada and able to travel within North America.

Responsibilities:

Customer relationship management - Be a trusted advisor and valued partner to your customers; implement innovative customer training initiatives that increase time to first value for clients; identify opportunities for upsell and expansion.

Driving value - Analyze what value means to the customer via ongoing discovery and success planning; prioritize and operationalize customer goals using a strategic, customer centered approach.

Project management - Ensure customer touchpoints, expectations and accountabilities are defined, communicated, met and well-executed for a full cycle onboarding process.

Cross-team collaboration - Collaborate with internal TE teams (i.e. Sales, AM/CSMs, Product, Product Marketing) to ensure a seamless customer experience and that all potential business opportunities are maximized.

Represent the voice of the customer - Analyze and articulate customer needs to share feedback and advocate for customer requirements to internal product teams.

Contribute to a culture of learning and innovation - Develop and execute MVPs; implement new product features into workflows; provide timely and meaningful feedback across teams.

Support our Anti-Racism and Diversity, Equity and Inclusion (ADEI) mandate by (at a minimum) being aware of our ADEI commitment and initiatives and completing all required ADEI training.

What we think is true about you:

- Minimum 3 years of experience in customer onboarding and/or customer success management

- Experience working with clients to generate excitement and build confidence in the product’s value proposition

- Experience in technical training, including synchronous and asynchronous training at scale

- Experience coaching senior leaders from our customer accounts on how they can use our product to achieve their high-value goals

- Natural curiosity, strong critical thinking skills, and extremely resourceful problem solving skills

- Adept at managing and completing multiple complex, fast moving initiatives within multiple accounts

- Interact effectively with, and are able to influence, a variety of stakeholders at all organizational levels

- Communicate complex concepts easily, and generate solutions quickly and thoroughly

- Foundational knowledge of Customer Relationship Management (CRM) Software

Nice to Have:

- Experience working in a fast paced, SaaS software or other technology company that does B2B sales

- Experience with SaaS Tech Stack (i.e. Gong, Highspot, Salesforce, Domo, Gainsight)

- Experience dealing with clients within the Education vertical (K-12)

Travel requirements: Possibility of travel within North America multiple times per year to attend sales conferences, provide in-person facilitation and training, to visit ThoughtExchange partners, and attend in-person team meetings.

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If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and under-represented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.

ThoughtExchange welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time to time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

About Us:

Mutual respect and reciprocation are the lifeblood of our company. And a working relationship isn’t just about what you can do for us - it’s also about who we are, and what we can do for you.

Who we are:

• Over 180 inspired people work at ThoughtExchange. Their collective experience, ranging from academia to nonprofit to “I’m a high-school dropout who loves Brené Brown’s work and really wants to make a difference”, make our company the very special place it is.

• Our investors believe in us, too. We’ve previously closed over $18M of investment from some of Canada’s top angels, and we recently closed $34 million in Series B funding with a syndicate of incredible US and Canadian investors. To say that we are ready for take off is an understatement.

What we offer:

• Growth and opportunity. Sure, we offer perks such as training and professional development. But beyond that, you’ll find yourself surrounded by mentors from all walks of life, each with a unique set of skills and experience that brought them here.

• Community. We like getting to know one another both in and out of the workplace, whether it’s collaborating in our virtual company meetings, connecting over donut dates or getting together in our offices or on the road.

• Fulfillment. It’s hard to find yourself counting down the days until Friday when you can see and feel the impact what you’re doing makes on the world. Take a skim through our blog and see what we mean.

• Job satisfaction. We don’t mean to brag, but people love working here.

• Work and life. If we’re not able to take work out of our life when we need to, we’re not able to put our life into our work when we want to. With flexible working, an open annual vacation policy and remote work opportunities, make anywhere your office.

• Ownership. In addition to competitive pay and benefits, employees receive share options when joining the company. Additional options are awarded throughout your ThoughtExchange career based on ongoing contributions to the company.