Key skills
Customer SuccessAccount ManagementSaaS environmentCustomer Success best practicesSalesforce ecosystemCross-functional team collaborationCSaaSSalesforceCRMProduct ManagementCommunicationSales
About this role
Blackthorn is a company that transforms Salesforce CRM into event planning software. They are seeking a Customer Success Manager to manage a portfolio of clients, drive customer satisfaction, and foster growth through effective relationship management.
Responsibilities:
- 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
- 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
- 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
- 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
Requirements:
- 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
- Higher Education industry experience