Customer Success Manager at Blackthorn

About the Role 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. 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. What You'll Do Portfolio & renewals • Manage a portfolio of 3–4MM ARR, driving adoption, outcomes, and renewals that lead to expansion and advocacy. • Take ownership of the renewal cycle — from forecasting to negotiating early renewals, mitigating churn, and navigating competitive threats. • Collaborate with the Account Executive to identify and capitalize on cross-sell, upsell, and renewal opportunities. Customer relationships & success • Partner with clients to accelerate time to value and increase customer satisfaction throughout the lifecycle. • Establish yourself as a trusted advisor, providing innovative solutions and thinking outside the box to meet specific use cases. • Build deep relationships with key stakeholders, at all levels, within the customer organization to gather feedback and align on future success. • Drive resolution on escalated issues to ensure customer satisfaction. Communication & advocacy • Define, execute, and clearly communicate ROI for clients to showcase measurable success. • Create impactful customer content, from account plans and success stories to executive business reviews and save plans. • Leverage strong relationships for referrals and advocacy. Cross-functional impact • Represent our company as a domain and product expert, contributing to the cutting-edge space we operate in. • Act as a hub of information for the customer's needs, creating a closed-loop feedback system that benefits Product Management, Sales, and Marketing. What We're Looking For • 2+ years of experience in Customer Success or Account Management within a SaaS environment. • A solid 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. • Hands-on Salesforce ecosystem experience is required. • Nice to Have: Higher Education industry experience. 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 Blackthorn turns any organization's Salesforce® CRM into event planning software powered by their connected data. We're a growing, distributed team with teammates across the globe, and we build Salesforce-native tools that help teams create events, engage attendees, process payments, and measure success — all without leaving their CRM. Our customers range from tiny nonprofits to global corporations, and our products are known for going live in hours, not weeks. We believe the best enterprise software should feel as intuitive as the apps you use every day. Why our work matters Most event management tools force teams to juggle disconnected systems, wrestle with flimsy integrations, and spend more time syncing data than planning events. We're building the alternative: a connected platform inside Salesforce that gives organizations richer analytics to prove event ROI, better attendee experiences through personalization and automation, and the flexibility to fit any workflow. Every feature we ship helps our customers spend less time on logistics and more time on the events themselves. 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 occasional team meetups (as we're remote). Challenge. We're trying to move as quickly 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