Role: Sr. Customer Success Manager
Description: Are you an experienced Customer Success leader with a passion for building strategic relationships and delivering measurable business value? Are you ready to work with a high-impact book of 100–150 accounts, driving adoption, mitigating churn, and unlocking growth? We're looking for a Senior Customer Success Manager to join our A-team and elevate the customer experience to the next level. Our Customer Success team is a dynamic blend of ambitious emerging talent and seasoned professionals. You’ll bring your proven expertise in Salesforce , Event Tech and Customer Success to help shape scalable strategies and coach others as we raise the bar across the board.
If you're a strategic thinker who thrives on delivering measurable impact and building lasting customer relationships, we’d love for you to bring your experience to our team. This is your opportunity to help shape the future of customer success—while doing your best work alongside a passionate, collaborative crew.
Compensation: $120,000 - $128,000 OTE
What you’ll do
- Own and grow a high-value portfolio of 3–4MM ARR across 100–150 accounts, with an emphasis on customer segmentation, proactive management, and long-term account health.
- Drive customer success and value realization for Event Technology clients.
- Drive strategic alignment with customer stakeholders—from users to executives—ensuring that product adoption aligns with business goals and delivers continuous ROI.
- Mitigate churn and maximize retention by identifying risk indicators early, implementing save plans, and executing proactive engagement strategies.
- Serve as a trusted advisor and strategic consultant, helping clients optimize their use of our platform while surfacing opportunities for innovation and improvement.
- Lead renewal and expansion conversations in close partnership with Sales and the VP of Customer Experience; accurately forecast and manage pipeline risk.
- Facilitate high-impact Executive Business Reviews, success plans, and ROI reporting that strengthen customer partnerships and support account expansion.
What we look for
- 5+ years of experience in Customer Success or Strategic Account Management, preferably in a high-growth SaaS environment.
- Demonstrated success managing a diverse and high-volume book of business (100–150 accounts), including large and mid-market customers.
- Deep understanding of churn prevention tactics, customer lifecycle management, and customer health monitoring.
- Salesforce proficiency is essential; you should be comfortable navigating CRM data, generating reports, and driving outcomes via platform insights.
- Skilled in creating and executing customer success frameworks, including success planning, onboarding journeys, and lifecycle campaigns.
- Confident communicator who can influence at all levels, from system administrators to C-suite executives.
- Experience collaborating cross-functionally with Sales, Product, Marketing, and Support teams.
- Higher Education experience is a plus!!
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
We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team with teammates in countries across the world. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1-person companies to Fortune 500s.
Why is our work important
Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement; ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.
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 our annual company trip (as we're remote). Challenge. We're trying to move as quick 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
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