Customer Marketer

Vancouver, BC

Experience Required
Employment Type
Work Schedule

Job Description

Vancouver, British Columbia, Canada

  • We'd love to put your mind at ease while looking for a new opportunity during a pandemic.
  • Read about how we're supporting #TeamThinkific during COVID-19 and how we've transitioned to working remotely.
  • Are you a marketer with a passion for helping people find their own success?
  • You know that in SaaS, the post-purchase experience is just as important as the buying journey and you want to help people reach their own business goals.
  • Do you have the empathy of a Success Manager but the detail orientation of a marketer? You're looking for a big opportunity to make an impact and you'll find that at Thinkific!
  • As Customer Marketer, you'll create world-class experiences that help our course creators grow their businesses through online education.
  • You'll be responsible for onboarding new customers to help them quickly see the value, retaining them and expanding their use of Thinkific, and encouraging referrals of Thinkific to their own networks.
  • Working closely with the Education Team, you'll employ tools like email, in-app messaging, webinars, courses, ads, etc. to effectively communicate and help our course creators reach their business goals with Thinkific.
  • You'll work in a one-to-many capacity with our self-serve course creators to provide proactive support for their course creation journey.

In this role, you will:

  • Research customer needs, goals, and best practices to help them find success
  • Create customer journey maps that help us understand how to best support our course creators both from within Customer Marketing and cross-functionally at Thinkific
  • Strategize, build, and execute customer marketing lifecycle programs that deepen customer relationships at scale and drive activation, retention, expansion, and referrals
  • Create in-app product tours and collaborate with the product team to introduce and iterate on other in-app education initiatives
  • Work with the Product Marketing team to launch new features to existing customers
  • Drive customer success metrics including activation, free-to-paid conversion, customer retention, NPS, product adoption, and revenue expansion
  • Project manage and handle the day-to-day execution of customer marketing initiatives on both individual and cross-team projects
  • Continuously experiment, iterate, and optimize,, making data-driven analysis and decisions with support from our in-house data team
Job Requirements
To be successful in this role, you must:

Have 3+ years of experience creating and delivering customer marketing at scale for software users
Be motivated to teach othersit gets you out of bed every day!
Thrive on experimentation and moving fast, while staying focused on data and conversion
Have the capacity to lead the charge on experiments and manage projects from inception to completion
Be extremely detail-orientedyou don't let anything fall through the cracks!
Work well under pressure and have no trouble meeting deadlines regardless of obstacles
Demonstrate exceptional writing skillsyou can quickly develop copy that is relevant, engaging, and high converting
Have a track record of prioritizing initiatives based on impact and positively impacting customer success metrics
Have previously conducted customer research to drive your actions
You might be the person we're looking for if you:

Are a team player and have experience working on cross-functional teams. You're just as comfortable speaking with a salesperson as you are a marketer or data analyst!
Previously worked at a fast-paced, growing SaaS or tech company
Are familiar with data analysis tools like Google Analytics and Mixpanel
Demonstrate skills writing in-app and marketing copy
Bonus points if you:

Can advise customers on how to market and grow their businessyou may pull from your own entrepreneurial or business experience!
Have previously built and optimized onboarding emails
Are knowledgeable in instructional design
Have experience with referral campaigns and tools
Are familiar working with in-app communications tools like Appcues, Intercom, etc.