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Associate Customer Success Manager

Posted 26 days agoViewed

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💎 Seniority level: Entry, 1+ years

💸 Salary: 75000.0 - 80000.0 USD per year

🔍 Industry: SaaS

🏢 Company: Blackthorn.io

⏳ Experience: 1+ years

🪄 Skills: Account ManagementCustomer Success

Requirements:
  • 1+ years of experience in Customer Success, Account Management, or customer-facing role within a SaaS environment.
  • An 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.
  • Familiarity with the Salesforce ecosystem is essential.
  • Higher Education or Corporate Events experience is a plus!
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.
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