Blackthorn.io

Customer Success Manager

• 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.

Director

• Review our current Support structure, case flow, and metrics. You'll identify what’s working and what needs to be rebuilt.
• Redesign the framework for ownership, escalation, and RCA tracking across Tier 1 and Tier 2.
• Strengthen and enhance the KPIs and scorecards already in progress to show performance and progress clearly.
• Manage Tier 1 and Tier 2 teams with a focus on ownership, speed, and quality.
• Build consistent 1:1 and QA rhythms that grow accountability.
• Foster a team that learns fast, speaks up, and owns outcomes.
• Lead a Case Layout Optimization project to make the team’s daily work faster and cleaner.
• Evaluate whether we stay on Service Cloud or move to a dedicated support platform. Present a clear recommendation with pros, cons, and milestones.
• Launch automation and AI projects that reduce repetitive work and improve first responses.
• Build out the knowledge base to power deflection and faster answers.
• Use data, sentiment, and trends to pinpoint issues and improve training and process.
• Make sure every customer interaction feels clear, fast, and human.
• Keep our CSAT average at 4.8 or higher as survey coverage expands.
• Feed root cause and customer insights back into Product and Engineering so we keep getting better.
• Build a motivated team culture grounded in accountability and progress.
• Create a Support Highlights or Leaderboard program to celebrate wins and showcase performance.
• Be a thought partner to the VP of Customer Experience on system design, quality, and efficiency.

Director of Support

Business Development Rep

• Run targeted outbound prospecting campaigns to engage potential customers in the Salesforce ecosystem.
• Qualify inbound interest and nurture leads through personalized, data-informed outreach.
• Schedule discovery calls and demos for Account Executives.
• Use our robust sales tech stack — Nooks, Apollo, ChatGPT, and Salesforce — to personalize outreach, manage workflows, and track activity.
• Collaborate with Marketing and Sales Leadership to refine messaging, test new outreach approaches, and improve conversion rates.
• Learn the ins and outs of event management challenges across industries and communicate how Blackthorn’s platform helps solve them.

Business Development Representative

Onboarding Specialist

• Serve as the project manager and primary point of contact for customers during onboarding, guiding them from kickoff through go-live.
• Manage multiple concurrent onboarding projects, balancing timelines, deliverables, and stakeholder communication.
• Lead discovery and requirements gathering sessions with customers to define onboarding scope, success criteria, and timelines.
• Develop and manage project plans, milestones, and risk/issue logs to ensure on-time and high-quality delivery.
• Configure, guide, or oversee system setup and data preparation steps as needed for customer go-live.
• Follow repeatable onboarding processes, templates, and playbooks to ensure consistency and scale.
• Facilitate customer enablement sessions or “office hours” to prepare teams for launch and provide enablement support for existing customers.
• Act as the coordination hub across internal teams (Sales, Product, Engineering, Support) during the onboarding phase.
• Provide structured handoff to Customer Success Managers (CSMs) at go-live.
• Capture customer feedback during onboarding and relay insights to Product and Engineering.

Onboarding Manager

Product Manager

• Role: Product Manager
• Base Salary: $98,000 - $110,000
• Description: As a Product Manager at Blackthorn, you’ll take ownership of product development from idea through delivery and continuous improvement. While your initial focus may include shaping our Payments & Checkout experiences, your role will operate within a larger Events-first product environment—centered around our flagship application, Blackthorn Events. Our platform powers event-driven engagement and transaction workflows across higher education, healthcare, and nonprofit sectors. You’ll help ensure a cohesive, intuitive user experience across our suite of Salesforce-native apps while also supporting our expansion into new verticals and emerging customer use cases.
• What you’ll do: Own the product lifecycle from discovery to delivery, with an initial focus on Payments & Checkout experiences within the Events Management app.
• Collaborate with engineering, QA, and design teams to define and deliver high-quality features.
• Write clear, actionable product requirements, user stories, and acceptance criteria to guide development.
• Build an understanding of our key customer segments (SMB to Enterprise, higher education, healthcare, nonprofit, and emerging verticals).
• Prioritize and manage a product backlog based on business needs and user value.
• Lead Agile ceremonies such as sprint planning, grooming, and retrospectives.
• Help identify and test opportunities to simplify and optimize checkout flows.
• Stay informed about industry trends as they relate to your focus area.
• Develop comfort with product analytics to track usage, success, and improvement opportunities.
• Participate in discovery interviews with customers and partners (5% travel).
• Explore and propose use cases for AI to improve internal processes or user-facing functionality.
• Communicate roadmap updates and work closely with stakeholders in Marketing, Sales, Support, and Customer Success.
• What we look for: 2–4 years of experience as a Product Manager, Product Owner, or Business Analyst on a software product team.
• Salesforce Admin experience, certification, or the ability to quickly ramp up.
• Experience supporting a digital payments, checkout, or CPQ experience—either as a PM or in an adjacent role (e.g. QA, UX, Support, Consulting).
• Strong written communication and ability to organize complex requirements into clear documentation.
• Excitement about using AI tools (e.g. LLMs, automation, copilots) and a desire to grow as an AI-aware product leader.
• Experience working in Agile teams and participating in ceremonies like standups, sprint planning, and retrospectives.
• Curious, collaborative, and eager to learn from teammates and customers.
• Capable of thinking through UX and technical tradeoffs in collaboration with engineers.
• Self-starter mindset—you’re energized by autonomy and accountability.
• Bonus: Experience with Salesforce AppExchange products.
• Familiarity with Higher Education, Healthcare, or Financial Services verticals.
• AI integration or experimentation experience (internally or externally).
• Analytics experience (e.g. building dashboards, user funnel analysis).
• Agency or consulting background with product-adjacent client work.
• Comfort with public speaking and interacting with executives.