Associate Customer Success Manager

Role: Associate Customer Success Manager

Description: Are you driven by curiosity and a competitive spirit? Do you thrive in an environment where growth, innovation, and customer satisfaction are at the forefront? We're looking for an Associate Customer Success Manager to join our A-team and manage a high-potential book of business with opportunities for growth and adoption. Our team is a unique blend—some members are new to Customer Success but are already crushing it, while others bring seasoned expertise, helping us build a scalable framework for the future. This is your chance to join a high-performing team and help us raise the bar even higher.

Base Salary: $75,000 - $80,000 USD

What you’ll do

• Manage a portfolio of $1MM - $2MM ARR, ensuring customer satisfaction and driving product adoption to support renewals and incremental growth.
• Partner with clients to streamline the onboarding process and accelerate their Time to Value.
• Support customers by communicating key value metrics and ROI, helping them understand and achieve their goals.
• Build and maintain relationships as a reliable partner, addressing client needs with practical solutions and tailored support under the guidance of senior team members.
• Engage with stakeholders primarily at the operational level within customer organizations to gather feedback and identify opportunities for improvement and value delivery.
• Assist in managing the renewal process by preparing forecasts, addressing potential churn risks, and supporting early renewal discussions.
• Contribute to customer content such as success stories, simplified account plans, and brief business review summaries.
• Act as a knowledgeable resource on company products and industry best practices to help clients leverage the full potential of their investment.
• Collaborate internally to represent the voice of the customer, providing input to Product Management, Sales, and Marketing.
• Work with the Account Executive to identify basic cross-sell or upsell opportunities that align with customer needs.
• Encourage customer referrals and foster advocacy by maintaining positive customer interactions.
• Coordinate with internal teams to assist in resolving customer concerns promptly and effectively.

What we look for

• 1+ years of experience in Customer Success, Account Management, or customer-facing role within a SaaS environment.
• An understanding of Customer Success best practices, strategies, and execution.
• Exceptional communication skills, with the ability to present to and interface with all levels of an organization, from admin to C-suite.
• Ability to simplify complex problems and execute solutions with precision.
• Experience collaborating with cross-functional teams such as Sales, Product, Marketing, and Services.
• Familiarity with the Salesforce ecosystem is essential.
• Higher Education or Corporate Events experience is a plus!

What we offer

• An incredible team of smart and supportive people
• A deep feeling of satisfaction and completion
• Fully remote global team working from home
• Stock options to every employee (We are ALL owners)
• Four day work week (Actually a thing)
• $400 office stipend
• Maternity/Paternity leave
• Student loan debt assistance
• Pledge 1% - time off during the year for helping nonprofits
• Health insurance contribution (if in the US)
• Children's 529 college fund assistance (if in the US)

About Blackthorn

We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team in four countries. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1 person companies to Fortune 500s.

Why is our work important

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement, ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

What the job will bring you

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (we've been told by our team). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life: "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.