Blackthorn.io

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.