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Head of Creator Success
Head of Creator SuccessThunkable • San Francisco, CA, US
Head of Creator Success

Head of Creator Success

Thunkable • San Francisco, CA, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

Role Overview

Thunkable is seeking a Head of Creator Success to lead our global Creator Success (CS) function and ensure that every creator—whether an educator, student, or enterprise partner—achieves success with Thunkable.

This is both a player-coach role and a key cross-functional leadership position. You’ll manage and develop the CS team, oversee customer programs across education and commercial segments, and drive measurable outcomes such as activation, retention, and expansion.

You will collaborate closely with Product, Engineering, Marketing, and Data leadership to refine customer experience, inform product strategy (especially around GenAI features), and ensure operational excellence in onboarding, support, and enablement.

Key Responsibilities

Leadership & Team Management

  • Lead, coach, and develop a distributed Creator Success team focused on onboarding, support, product education, and partner enablement.
  • Align Customer Success team initiatives with company-wide OKRs, ensuring that priorities, metrics, and initiatives directly support Thunkable’s strategic objectives and growth targets.
  • Establish team goals and KPIs for activation, CSAT, first response time, and EDU client milestones; review progress weekly.
  • Build repeatable processes, playbooks, professional development, curricula, and escalation paths that improve efficiency and partner outcomes.
  • Participate in and present at internal leadership, cross-functional, and board meetings, representing customer insights, team performance, and strategic initiatives related to Creator Success.

Customer Success Strategy & Operations

  • Own customer journey design for all segments—individual creators, EDU districts and individual classrooms, and enterprise teams—ensuring a consistent “Aha” moment and long-term adoption.
  • Translate AI capabilities into customer impact, driving adoption of GenAI-powered features and helping users understand how to apply them effectively in app development and education contexts.
  • Oversee day-to-day execution of onboarding programs, live trainings, and proactive outreach campaigns.
  • Drive experimentation and data-driven improvements across the customer lifecycle (activation, retention, expansion).Partner with Product to define success metrics for new products and features and ensure clear communication to customers.

    • Customer Engagement & Relationship Management

  • Maintain executive-level relationships with key EDU and enterprise clients.
  • Ensure smooth onboarding and renewal cycles, identifying opportunities for growth and expansion.
  • Lead strategic reviews with large partners to share insights, success metrics, and roadmap alignment.
  • Champion the customer voice by sharing structured insights cross-functionally and externally.

    • Cross-Functional Collaboration

  • Work closely with Product, Engineering, Design, and Data to align customer needs with product direction.
  • Partner with Marketing on customer stories, campaigns, and launch materials.
  • Collaborate with Sales and EDU teams on pricing feedback, pilot program design, and expansion strategies.

    • Required Qualifications

  • 5+ years in Customer Success or Customer Experience roles, with 2+ years of team management or leadership experience.
  • Proven track record driving measurable improvements in customer outcomes (CSAT, retention, activation).
  • Strong technical literacy—comfortable discussing APIs, app publishing, and no-code or low-code tools.
  • Exceptional written and verbal communication skills; confident presenting to executives and educators alike.
  • Experience managing both individual contributors and cross-functional initiatives in a fast-paced SaaS or EdTech startup.
  • Background in education or educational technology (EdTech), with experience supporting schools, districts, or learning organizations in implementing digital tools or technology-based learning programs.
  • Highly organized and data-driven, with comfort using tools like Intercom, Amplitude, HubSpot, and Asana.

    • Preferred Qualifications

  • Experience scaling Customer Success or Support functions within an early- or growth-stage SaaS company.
  • Familiarity with no-code / low-code platforms and AI platforms (Loveable, Rork, Glide, or similar).Prior experience in Education Technology—especially with district-level rollouts, teacher training, or curriculum alignment.
  • Understanding of GenAI-powered tools and token-based pricing models.
  • Strong interest in operational excellence—creating dashboards, process documentation, and reporting frameworks.

    • Life at Thunkable

    Thunkable is on a mission to democratize app development and empower everyone to build without writing a single line of code. Our platform enables anyone to build and publish iOS and Android apps for free.

    Joining Thunkable means joining a team of passionate, entrepreneurial, and supportive people from diverse backgrounds united by shared values of Creativity, Openness, Transparency, Persistence, and Entrepreneurialism.

    What You’ll Get :

  • Competitive compensation, equity, and unlimited PTO
  • Health, wellness, and training budget
  • Global remote flexibility
  • The opportunity to directly influence the future of no-code and AI-driven app development

    • We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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