Sr. Customer Success Manager

Blackthorn.io; Chicago (IL); Remote; USD 120,000 - 128,000; Full time

Job summary

A leading company in the Event Technology space is seeking a Sr. Customer Success Manager to manage a portfolio of 100-150 accounts, driving adoption and mitigating churn. The ideal candidate will have extensive experience in Customer Success, particularly in SaaS, and a strong proficiency in Salesforce. This role offers the opportunity to shape customer success strategies while working in a fully remote environment with a supportive team.

Benefits

Supportive, talented team

Fully remote work environment

Stock options

Flexible work week

$400 office stipend

Maternity/Paternity leave

Student loan assistance

Health insurance contribution (US)

Children's 529 college fund assistance (US)

Qualifications

• 5+ years in Customer Success or Strategic Account Management, preferably in SaaS.
• Experience managing a diverse, high-volume book of 100–150 accounts.
• Proficiency in Salesforce and ability to navigate CRM data.

Responsibilities

• Own and grow a portfolio of 3–4MM ARR across 100–150 accounts.
• Drive customer success and value realization for Event Technology clients.
• Align strategically with customer stakeholders to ensure product adoption.

Skills

Customer Success

Strategic Account Management

Salesforce

Communication

Cross-functional Collaboration

Education

Higher Education experience

Job description

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 team and elevate the customer experience. Our Customer Success team is a blend of emerging talent and seasoned professionals. You'll bring your expertise in Salesforce, Event Tech, and Customer Success to help shape scalable strategies and coach others.

If you're a strategic thinker who thrives on delivering impact and building lasting relationships, we'd love to have you on our team. This is an opportunity to shape the future of customer success while working alongside a passionate, collaborative crew.

Compensation

$120,000 - $128,000 OTE

What you'll do

1. Own and grow a portfolio of 3–4MM ARR across 100–150 accounts, focusing on segmentation, proactive management, and account health.
2. Drive customer success and value realization for Event Technology clients.
3. Align strategically with customer stakeholders to ensure product adoption meets business goals and delivers ROI.
4. Mitigate churn and maximize retention through early risk detection, save plans, and proactive engagement.
5. Serve as a trusted advisor, helping clients optimize platform use and surface opportunities for innovation.
6. Lead renewal and expansion discussions, forecast pipeline risk, and collaborate with Sales and leadership.
7. Facilitate Executive Business Reviews, success plans, and ROI reporting to strengthen partnerships and support expansion.

What we look for

• 5+ years in Customer Success or Strategic Account Management, preferably in SaaS.
• Experience managing a diverse, high-volume book of 100–150 accounts, including large and mid-market customers.
• Deep understanding of churn prevention, customer lifecycle, and health monitoring.
• Proficiency in Salesforce, with ability to navigate CRM data and generate reports.
• Experience creating customer success frameworks, success planning, onboarding, and lifecycle campaigns.
• Strong communication skills, influencing at all levels from administrators to C-suite.
• Cross-functional collaboration experience with Sales, Product, Marketing, Support.
• Higher Education experience is a plus.

What we offer

• Supportive, talented team
• Sense of satisfaction and achievement
• Fully remote work environment
• Stock options
• Flexible work week
• $400 office stipend
• Maternity/Paternity leave
• Student loan assistance
• Pledge 1% for nonprofits
• Health insurance contribution (US)
• Children's 529 college fund assistance (US)

About Blackthorn

We have four native apps on Salesforce AppExchange for managing Events, Payments, Messages, and Data protection. Our growing, distributed team has deep expertise, serving clients from solo entrepreneurs to Fortune 500 companies.

Why is our work important

Our apps are easy to use and quick to implement, offering flexible, powerful functionality that exceeds competitors, aiming to make enterprise apps as user-friendly as consumer apps.

What the job will bring you

Ownership, autonomy, connection, and challenge. We value meaningful work and relationships, inspired by Ray Dalio's philosophy. Our remote culture includes an annual company trip to foster team bonds.

Note: We are currently accepting applications only from residents of 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.