Manager, Education Customer Success And Onboarding

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 the Manager, Customer Success and Onboarding, you will lead a dynamic team of Customer Success Managers and Onboarding Managers.

Reporting to the VP, Customer Success (Education), you will be responsible both to your team members and to other managers/senior leadership in the company. This means you will be responsible for supervising, managing and motivating team members on a daily basis including tracking progress towards KPIs. You will also be responsible for understanding the high-level priorities of the company and supporting leadership needs through the activities of the team. You should act proactively to ensure smooth team operations, strong performance, and engage team members to achieve their goals.

As our software product evolves, this team is driving innovation in how we support our customers throughout the customer journey. You have a key opportunity in this role to shape the future of our customer success processes and our overall organization as we innovate on how to enable the fastest time to value while creating satisfied, successful long-term customers who understand, internalize and realize the value of ThoughtExchange.

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.

Responsibilities:

Leadership of the customer success and onboarding function: Lead the way in how we operate as a customer success and onboarding function, including improving and iterating on strategies and tactics for working with school district accounts individually and at scale, helping drive how we leverage our software in the work we do with customers, and supporting the operationalization of these solutions.

People leadership: Supervise, manage and motivate a team to perform in a fast-paced and ever changing environment to achieve KPIs and targets. Create a team environment that focuses on high quality work, open communication, and continuous learning. Responsible for the roll-up of team member KPIs and team progress.

Process leadership and management: Act proactively to ensure smooth team operations, effective collaboration, and clear team process expectations with a goal of driving customer value. Contribute to continuous process improvement, aligning to industry best practices, making data-informed decisions, program evaluation, and working collaboratively and communicating effectively with other teams (Operations, Sales, Product) to improve workflows.

Business management and driving the business forward: Understand the high-level strategic priorities of the company, and support your team to align with those needs. Think big picture, with an eye to scaling, improving, and growing the business to accelerate customer time to value, drive adoption and maximize revenue.

Culture leadership: Forward TE’s Anti-Racism and Diversity, Equity and Inclusion (ADEI) mandate by supporting TE’s ADEI commitment and initiatives, demonstrating inclusive behaviours and completing all required ADEI training and ensuring your team members do the same. Model behaviours that strengthen TE culture (including things like extraordinary respect, and generous curiosity) and support your team to adopt them.

What we Think is True About You:

- Minimum 5 years of work experience in customer success or onboarding to deliver client-centric solutions

- Minimum 2 years of people leadership work experience

- 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

- Adept at managing a team with multiple complex, fast moving initiatives and competing priorities, including the ability to manage change

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

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

- 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 (K12)

Travel requirements: Travel multiple times per year to attend sales conferences, provide in-person sessions facilitation and training , visit ThoughtExchange partners and attend in-person team meetings (as required).

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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 underrepresented 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.