Blackthorn.io · 4 hours ago

Associate Customer Success Manager

United States

Full-time

Remote

Entry Level

$75K/yr - $80K/yr

1+ years exp

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Responsibilities

Manage a portfolio of $1MM - $2MM ARR, ensuring customer satisfaction and driving product adoption to support renewals and incremental growth.

Partner with clients to streamline the onboarding process and accelerate their Time to Value.

Support customers by communicating key value metrics and ROI, helping them understand and achieve their goals.

Build and maintain relationships as a reliable partner, addressing client needs with practical solutions and tailored support under the guidance of senior team members.

Engage with stakeholders primarily at the operational level within customer organizations to gather feedback and identify opportunities for improvement and value delivery.

Assist in managing the renewal process by preparing forecasts, addressing potential churn risks, and supporting early renewal discussions.

Contribute to customer content such as success stories, simplified account plans, and brief business review summaries.

Act as a knowledgeable resource on company products and industry best practices to help clients leverage the full potential of their investment.

Collaborate internally to represent the voice of the customer, providing input to Product Management, Sales, and Marketing.

Work with the Account Executive to identify basic cross-sell or upsell opportunities that align with customer needs.

Encourage customer referrals and foster advocacy by maintaining positive customer interactions.

Coordinate with internal teams to assist in resolving customer concerns promptly and effectively.

Qualification

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Customer SuccessAccount ManagementSaaS environmentSalesforce ecosystemCross-functional collaborationHigher Education experienceCorporate Events experience