Blackthorn.io

Customer Success Manager

Blackthorn.io

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona, California, Colorado, Florida, Illinois, Kentucky, Maryland, Minnesota, Missouri, Montana, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Texas, Virginia, Washington, Wisconsin • 🇺🇸 United States

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Salary

💰 $90,000 - $100,000 per year

Job Level

JuniorMid-Level

About the role

  • 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.

Requirements

  • 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!
Benefits
  • 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)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementSaaSROI communicationForecastingNegotiationChurn mitigationCross-sellUpsellProblem-solving
Soft skills
CommunicationRelationship buildingCollaborationInnovationFeedback gatheringCustomer advocacyPresentation skillsOwnershipStrategic thinkingSimplification