Job description
At Thorn, our cause is our code. We are a nonprofit whose mission of defending children from sexual exploitation and abuse is deeply embedded within our core—a shared code that drives us to do challenging work with resilience and determination.
Here, you’ll work and grow among the best hearts and the best minds in tech, data, and business alongside our network of independent partners, NGOs, and law enforcement agencies. Together, we’re focused on building technology that protects children’s futures. We are looking for dynamic problem solvers with the desire to help address some of today’s toughest issues. You’ll collaborate with a diverse group of peers in a remote environment centered on wellness, care, and compassion.
In 2019, we took the stage atTED and shared our audacious goal of eliminating child sexual abuse material from the internet. Come join us to help make this goal a reality and build a world where every child can be safe, curious, and happy.
About the Role
Thorn is seeking a Director of Customer Success to lead the growth and strategic impact of the Safer customer experience. This is a unique opportunity for a mission-driven leader with strong technical acumen and proven customer success experience. You will be part of a team responsible for empowering Safer customers to maximize the value of our tools, helping partners effectively integrate, adopt, and scale the use of Safer.
As a cross-functional leader, you will collaborate closely with Product, Engineering, Business Development, and External Affairs to shape and execute a unified Customer Success strategy. You will ensure alignment across teams to deliver a cohesive, impactful customer experience that reflects the voice of the customer and maximizes both mission and product outcomes.
You’ll be the strategic lead for managing complex customer challenges and developing the frameworks that ensure long-term success. You’ll be responsible for developing scalable success frameworks, success metrics, optimizing customer journeys, demonstrating ROI, and shaping a high-touch customer experience that drives retention, expansion, and long-term impact.
What You’ll Do
- Lead and grow a high-performing Customer Success team focused on onboarding, retention, and expansion of Safer customers.
- Define Customer Success plan, strategy, and oversee efficient onboarding, adoption metrics, and maturity models that help customers achieve their child safety objectives.
- Manage strategic customers to ensure they can successfully mitigate Child Safety risks on their platforms through proactive support and strategic guidance.
- Create tailored experiences for different customer segments, mapping clear, scalable journeys that support activation, growth, and renewal.
- Build and monitor customer health scoring systems using Salesforce and other internal tools.
- Define and track key success metrics such as Net Revenue Retention (NRR), time-to-value, time to onboard, product adoption rates, and customer engagement and sentiment.
- Own churn prevention strategies to proactively mitigate customer risk and ensure retention targets.
- Develop a “Voice of Customer” program to systematically gather insights and inform product roadmap priorities.
- Partner with Business Development, Product, Data Science, and Engineering to advocate for customer needs and co-develop roadmap priorities.
- Equip customers with clear ROI models and business impact reporting, helping them communicate the value of Safer to internal stakeholders.
- Serve as executive sponsor for key accounts and manage strategic escalations with empathy and urgency.
What We’re Looking For
- 8+ years of experience in customer success, 3-5 years at a Director level, ideally with people management experience, technical account management, or solutions consulting with large enterprise accounts.
- Strong technical acumen and experience supporting software products in a B2B SaaS environment. Experience managing enterprise accounts.
- Demonstrated hands-on experience with Salesforce for account health tracking, workflow automation, and reporting.
- Proven experience designing and implementing customer success plans and frameworks, including segmentation, success planning, and lifecycle touchpoints.
- Skilled in articulating customer ROI through impact reporting, usage analytics, and business value conversations.
- Exceptional communication skills—with the ability to engage technical and non-technical stakeholders across a wide range of industries.
- Deep empathy for the sensitive nature of Thorn’s work and the ability to lead through complex ethical and operational challenges.
- Background in Trust & Safety and/or moderation tools is desired
Technologies We Use (for relevant roles)
- Salesforce
- Slack
- Asana
- Ironclad
Compensation and Benefits
A reasonable estimate of the compensation range for this role is $138,000-$189,750/year. This range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure, and certifications.
Our remote-first work model is structured around working from home most of the time. But, there will be times that employees are expected to travel. For example, Thorn may host company-wide gatherings, and smaller teams may hold in-person meetings and team-building events, or require attendance at specific conferences.
At Thorn, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Thorn can mean for you.
Thorn is a strong and flexible team because of the diverse backgrounds of our staff. This includes professional background, subject matter expertise, culture, race/ethnicity, sexual orientation, gender identity and expression, language, hobbies, etc. We strongly encourage women, minorities, and people from underrepresented backgrounds to apply. Your skills are needed here.
Thorn is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Thorn will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our team at [email protected]
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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