Director, Technical Services

Director, Technical Services Thinkific is a learning commerce platform that helps learning businesses turn knowledge into impact. By bringing together community, courses, and content with commerce, we power transformative learning experiences that help businesses grow their revenue—and reach millions of learners around the world. We’re a team of 300+ Thinkers building products that matter. Every role at Thinkific contributes to raising the bar for online learning, supporting learning businesses, and creating real-world impact. You’ll work alongside curious, collaborative teammates who care deeply about what they build and who they build it for. We’re committed to a fair, inclusive, and human hiring experience. Our team is here to guide you every step of the way, so you always know what to expect! 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. Your goal will be to drive retention and adoption while leading a high-performing technical services organization. Here’s how you’ll accomplish this: Pre-Sales, Launch, and Professional Services Excellence 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 RevOps 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. Operationalize for Scale 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 ... (truncated, view full listing at source)