Customer Success Manager

Role: 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 take center stage? We’re looking for a Customer Success Manager to join our A-team and manage a high-potential book of business with exciting opportunities for expansion and adoption. You’ll be part of a dynamic group — a unique blend of rising stars new to Customer Success and experienced professionals shaping a scalable framework for the future. This is your opportunity to join a high-performing team, make a lasting impact, and help us raise the bar even higher.

Base Salary: $90,000 - $100,000 + Bonus

What you’ll do

• Manage a portfolio of 3-4MM ARR, driving adoption, outcomes, and renewals that lead to expansion and advocacy.
• Partner with clients to accelerate Time to Value and increase customer satisfaction throughout the lifecycle.
• Define, execute, and clearly communicate ROI for clients to showcase measurable success.
• Establish yourself as a Trusted Advisor, providing innovative solutions and thinking outside the box to meet specific use cases.
• Take ownership of the renewal cycle—from forecasting to negotiating early renewals, mitigating churn, and navigating competitive threats.
• Create impactful customer content, from account plans and success stories to executive business reviews and save plans.
• Represent our company as a domain and product expert, contributing to the cutting-edge space we operate in.
• Build deep relationships with key stakeholders, at all levels, within the customer organization to gather feedback and align on future success.
• Act as a hub of information for the customer’s needs, creating a closed-loop feedback system that benefits Product Management, Sales, and Marketing.
• Collaborate with the Account Executive to identify and capitalize on cross-sell, upsell, and renewal opportunities.
• Leverage strong relationships for referrals and advocacy.
• Drive resolution on escalated issues to ensure customer satisfaction.

What we look for

• 2+ years of experience in Customer Success or Account Management 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 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 for every employee
• Flexible work week
• $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 with teammates in countries across the world. 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 (our team has told us). 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.

While we are a Remote first culture we are currently only able to accept applicants in AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI