This job has expired

This position was posted on October 21, 2025 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!

Customer Success Manager

Blackthorn.io, LLC

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own and nurture a $3–4 million ARR portfolio of high-growth customers, becoming the single-threaded owner of their entire post-sale journey—from onboarding through renewal, expansion, and advocacy.
• Drive measurable adoption and Time-to-Value by designing and executing data-backed success plans that map Blackthorn’s capabilities to each customer’s strategic objectives, turning early wins into long-term platform stickiness.
• Translate customer outcomes into compelling ROI narratives: build executive-ready dashboards, craft quarterly business reviews, and publish success stories that showcase quantifiable impact and fuel reference programs.
• Establish yourself as a Trusted Advisor who thinks laterally—identifying creative configurations, integrations, and best-practice playbooks that solve nuanced use cases and differentiate Blackthorn in competitive bake-offs.
• Own the end-to-end renewal cycle: forecast risk and opportunity 120 days out, negotiate early renewals, craft save plans for at-risk accounts, and neutralize competitive threats through value-based positioning and airtight business cases.
• Partner hand-in-hand with Account Executives to surface whitespace, co-create expansion proposals, and execute cross-sell/upsell motions that deepen wallet share while elevating customer maturity.
• Create and curate a library of reusable customer assets—account plans, executive briefs, health scorecards, and adoption toolkits—that scale best practices across the CS organization and accelerate new team-member ramp-up.
• Build multi-threaded relationships across C-suite, VP, and end-user personas, running structured discovery to capture evolving priorities and feeding a closed-loop feedback system that informs Product, Sales, and Marketing roadmaps.
• Represent Blackthorn as a domain and product evangelist: speak at customer advisory boards, author thought-leadership content, and contribute to community forums that reinforce our position at the cutting edge of our space.
• Champion a culture of experimentation and continuous improvement within the CS team—pilot new health-score methodologies, test playbooks, and share learnings that help us raise the bar quarter after quarter.
• Collaborate cross-functionally with Support, Professional Services, and Product to ensure seamless escalations, feature prioritization, and delivery excellence that underpins every customer promise.
• Leverage Salesforce, Gainsight, Tableau, and other tooling to maintain pristine data hygiene, automate routine touchpoints, and generate actionable insights that keep your book of business on a predictable growth trajectory.
• Mentor rising CS stars and contribute to the scalable framework we’re building—documenting processes, leading enablement sessions, and embodying the curiosity and competitive spirit that define Blackthorn’s A-team.

🎯 Requirements

• 3–5 years in a high-touch Customer Success, Account Management, or Management Consulting role managing $2M+ ARR portfolios within B2B SaaS
• Demonstrated track record of forecasting and delivering ≥95% gross retention while driving expansion revenue
• Advanced command of Salesforce CRM and at least one CS platform (Gainsight, ChurnZero, Planhat, or similar)
• Executive presence with proven ability to build and present ROI-driven business reviews to VP and C-level audiences
• Nice-to-have: Salesforce Admin or Advanced Admin certification and familiarity with FinTech, payments, or event-management verticals

🏖️ Benefits

• Competitive base salary of $90,000–$100,000 plus performance-based bonus
• Fully remote-first culture with flexible hours and quarterly in-person team gatherings
• Annual professional-development stipend for certifications, conferences, and courses
• Comprehensive health, dental, vision, and mental-wellness coverage from day one

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Blackthorn.io, LLC

Visit Website

About Blackthorn.io, LLC

Blackthorn is a SaaS company that builds native Salesforce apps for payments, events, and mobile messaging. Its flagship products, Blackthorn Payments and Blackthorn Events, enable organizations to process transactions, manage conferences, and communicate with customers without leaving the Salesforce platform. Founded in 2015, the company serves nonprofits, higher-education institutions, and commercial enterprises across North America and Europe.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.