Customer Success Manager, Scaled Programs (B2B SaaS)

Location: Hybrid (Metro Vancouver)

Type: Full-time

Reports to: Director of Customer Success

Ready to lead the next generation of the ThoughtFarmer customer journey?

We're proud of our 100% support rating at ThoughtFarmer and the rave reviews clients give us for our amazing customer service. This year we moved our smaller customers to a scaled, digital-first model so they get timely, useful help without waiting for a meeting. The model is up and running, and it's early. We're looking for a Scaled Customer Success Manager to own it and make it great.

You'll split your time between onboarding new customers live, guiding them through their intranet launch. The rest is building and running the programs, content and health signals that keep your segment of customers successful without the need to regularly book 1:1 calls.

What’s ThoughtFarmer?

ThoughtFarmer is an intranet product that helps employees at organizations around the world share knowledge, stay informed, and feel connected. Our vision is to make every great company the best place to work.

What you'll be doing

• Guide new customers through onboarding and launch, training them on ThoughtFarmer and pointing them to the right resources.
• Execute email drip campaigns and digital nurtures that drive product adoption, feature awareness, and best practices
• Curate and create content, including video tutorials, and help centre articles that empower customers to help themselves.
• Investigate new AI tools and identify opportunities to implement them to help streamline customer experience
• Monitor customer health data at scale to identify "at-risk" accounts and trigger automated or low-touch interventions to improve retention.
• Play an active role in the ThoughtFarmer customer community, focusing on participation and peer-to-peer support among our customers.
• Co-host one-to-many events, such as virtual office hours or group training sessions, to address common customer questions and needs.
• Analyze segment-wide trends to provide the Product and Marketing teams with insights on how to improve the self-service experience.

How you like to work

• You are a systems thinker: you love finding ways to automate repetitive tasks
• You are data-inspired: you enjoy looking at usage metrics to figure out where customers are successful or where they might be getting stuck.
• You are meticulously organized: you work with an exceptional attention to detail.
• You are a relationship builder: you have outstanding communication and interpersonal skills

Is this the right fit for you?

A degree helps, but we care more about your ability to engage an audience digitally. Do you have a passion for learning? Are you comfortable using technology to amplify your impact? Do you "get" how to move the needle on retention using digital-first strategies?

Successful candidates have the following traits:

• 3 years or more of experience in Customer Success within SaaS.
• Experience with digital engagement tools such as email automation (such as HubSpot), in-app communication (such as Beamer) and Customer Success platforms (Vitally in particular) is a major plus.
• You can write clearly, succinctly, and with a human touch.
• You can put yourself in the customer’s shoes to design a journey that feels personal, even when it's automated.

What will give you an edge

• Experience with Vitally or another customer success platform
• Experience with Beamer or other in-app messaging
• Experience creating video tutorials or help centre content
• Experience working with intranet, internal communications or employee experience software

What’s it like to work with us?

We believe in treating people well, compensating them fairly, and supporting them to live fulfilled and balanced lives. We offer great extended benefits, flexible time-off, and professional development opportunities for all staff. We want people to feel they can bring their whole selves to work and strive to offer an environment where everybody feels listened-to, welcome, and safe.

We are committed to accessibility and inclusivity and are always working to evolve and improve our practices as we learn. If you require any accommodation during the recruitment process, please let us know.

Hybrid work environment

We trust our team to do great work from wherever they're most productive. Remote-first by design, with flexibility built in, not bolted on.

ThoughtFarmer embraces a hybrid work model, allowing our team members to balance the flexibility of working from home with the benefits of in-person collaboration. All staff - remote or local - enjoy a quarterly home office allowance that they can use to buy whatever they need to be productive outside the office.

You will join the team in our Vancouver office two days a week, with the flexibility to work remotely the rest of the time.

Compensation & benefits

• The salary range for this role is $75,000-$90,000 which is dependent on level of experience
• Comprehensive extended health benefits plan
• Paid and banked overtime pay
• Home office allowance
• Learning and development allowance
• Monthly staff events (in-person and online)
• Birthday gifts
• Paid volunteer opportunities
• Celebrating differences and equal access to opportunity

How to apply

Send a cover letter and your resume in PDF format to careers@thoughtfarmer.com.

To help make the process smoother for everyone, please include the job title and your name in the subject line.

As part of your application, please briefly describe an automated customer journey or program you built or ran, and what it changed.

Only candidates that meet the minimum requirements will be considered. No phone calls please. Applicants must be eligible to work in Canada. High-five if you read and adhere to the small print.