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.

Base Salary: $100,000 - $105,000

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.

Customer Success Manager