Customer Success Manager, Apac

**Role**: Customer Success Manager (APAC Timezone)

**Description**:As a Customer Success Manager, you'll be managing a book of business from 1-2MM ARR while driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You will partner with our clients to increase Time to Value and Customer Satisfaction.

**What you'll do**
- Defining, executing and communicating ROI for our clients throughout their lifecycle
- Establish yourself as a Trusted Advisor on specific use-case(s), product functionality and other outside the box thinking
- Manage all elements of the renewal cycle to maintain our world class customer retention rates, including; forecasting renewal probability, potential lift/churn, competitive threats and driving early renewals
- Create diverse customer content (slide decks, account plans, success plans, business review, save plans, recommendations and updates)
- Represent Blackthorn as a domain and product expert in our space
- Identify key stakeholders and build relationships within the customer's organization at all levels to understand and react to different feedback throughout the organization
- Serve as a lynchpin resource for information aggregation as related to the customer's business needs while creating a closed customer feedback loop to various business units, ie Product Management, Sales, and Marketing.
- Partner with Account Manager to identify cross-sell, upsell and renewal opportunities/negotiations
- Leverage customer relationships for prospect references and referrals
- Prioritize and drive resolution on escalated customer issues

**What we look for**
- 2+ years of customer success or account management for customers in SaaS
- World Class understanding of Customer Success concepts, best practices, and execution strategies
- Experience in working with large, complex global organizations
- Excellent verbal, presentation, and written communication skills, including the ability to chair meetings or host webinars
- Ability to interface with all levels within the organization, from Admin to C Levels
- Ability to simplify complex problems and execute with precision
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- You're comfortable working with a global team and global customers, and you're adept at managing workloads across time zones
- Knowledge and experience in the Salesforce ecosystem
- Ideal: Salesforce Certified

**What We Offer**
- An incredible team of smart and supportive people
- A deep feeling of satisfaction and completion
- Fully remote global team working from home
- Health insurance (if in the US)
- Annual company trip
- Stock options to every employee (we are all owners)
- Every Friday off
- 401k with 3% match
- $400 office stipend
- Maternity/Paternity leave
- Student loan debt assistance
- Children's 529 college fund assistance
- Pledge 1% - time off during the year for helping nonprofits

**About Blackthorn**

We have two native apps on the Salesforce AppExchange for managing Events and Payments. We're a growing, distributed team in four countries. We move fast and have significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1 person companies to Fortune 500s.

**Why is our work important**

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement, ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

**What the job will bring you**

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (we've been told by our team). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life: "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.