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 are at the forefront? We're looking for a Customer Success Manager to join our A-team and manage a high-potential book of business with opportunities for growth and adoption.
Base Salary: $95,000 - $100,000 USD
What you’ll do
- Manage a portfolio of 2-3MM 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 Manager to identify and capitalize on cross-sell, upsell, and renewal opportunities.
- Leverage strong relationships for referrals and advocacy.
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 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.
Top Skills
What We Do
We believe everything in life should be easy to use, whether it's Instagram or piloting one of Elon's rockets. We've built the highest-rated Event Management and Payment Processing apps for Salesforce users, so businesses can focus on their customers instead of having to fight with their CRM.
