Director, Professional Services & Technical Success

Your goal will be to drive retention and adoption while leading a high-performing technical services organization. Here’s how you’ll accomplish this:

Are you excited by the opportunity to shape how customers experience Thinkific from pre-sale to launch and beyond? We’re looking for a Director, Technical Services to join us at Thinkific.

As the Director, Technical Services
, you will own the strategy and execution for leading three critical functions:
Sales Engineering, Professional Services, and Launch, to ensure our customers’ technical success and realization of the full power of the Thinkific platform. You will design and operationalize a world-class technical journey that combines pre-sales excellence, optimized launch journeys, and high-value technical service offerings. Your work will directly impact driving revenue, accelerating time-to-value, and maximizing Net Revenue Retention (NRR).

This is both a strategic and highly operational role. In its current phase, approximately 70% of your time will be spent directly leading and scaling three critical functions:
Sales Engineering, Professional Services, and Launch, while roughly 30% will focus on designing, building, and documenting the systems that power the program.

You will directly own ensuring technical success from the first demo to a successful launch and beyond for high-value prospects and most complex customers. This includes:

• Lead and scale a high-performing organization encompassing Sales Engineering, Implementation Specialists (Launch), Professional Services, and Consulting. This includes responsibility for the mentorship, performance, and professional development of the team leaders.
• Build the Professional Services Practice:
  Define and iterate on our Professional Services offerings and collaborate with Rev Ops on pricing and packaging new services, ensuring we provide high-value consulting, custom migrations, and technical integrations that help our most complex customers succeed.
• Collaborate Cross-Functionally:
  Act as the voice of technical services within the organization. Work with Product and Engineering to provide feedback on customer needs, and with Sales to ensure our technical capabilities align with our go-to-market strategy.

In addition to managing and growing a high-performing technical services team, you will design and operate a high-leverage, scaled operational framework to ensure the department is operating effectively and driving feature adoption across the broader technical services department. Specifically, you will:

• Establish a data-driven framework in partnership with Customer Success and Sales leadership for identifying time-to-value challenges and poor feature adoption, growth opportunities, and segment-specific intervention triggers across the customer base/Thinkific platform adoption.
• Define and operationalize clear signal thresholds in partnership with Product and Engineering to address new feature adoption rates, technical roadblocks or integration challenges, and post-launch customer engagement that determine engagement pathways.
• Lead high-profile projects and drive key feature adoption initiatives, including hiring, complementing your primary program development responsibilities for the technical services team.

• Has 10+ years of experience in technical customer-facing roles (Consulting, Professional Services, or Technical Account Management), with at least 5 years in a leadership position at a SaaS company.
• Is a proven leader, you have experience managing multi-disciplinary teams and have a track record of hiring, coaching, and retaining top technical talent.
• Has technical depth, you understand the SaaS model inside and out. You are comfortable discussing APIs, SSO, webhooks, and complex integrations, and you can translate this tech-speak into plain language for any audience.
• Is a strategic thinker who looks beyond day-to-day execution and designs scalable processes that work just as effectively for 1,000 customers as they do for 10.
• Is a strong communicator:
  You are a compelling storyteller who can…