Thorn

• Build, deploy and maintain world class models, classifiers and algorithms • Own end-to-end model development: design, build, test and maintain machine learning systems and algorithms • Work closely with specialists to create data labeling guides and support labeling efforts • Collaborate with product teams to maintain and deploy models, algorithms, and model serving infrastructure • Present technical work at conferences and external forums • Identify novel solutions for solving online child safety problems

• Work closely with customers to guide them through the onboarding process for products like Safer and Thorn Detect, helping them understand setup and troubleshoot common technical issues. • Provide timely, thoughtful support to users with varying technical backgrounds, managing the day-to-day customer experience and escalating issues or feedback to Product, Engineering, or Account Managers when appropriate. • Operate as a technical advocate for customers by clearly communicating their needs, questions, and constraints to internal teams, while balancing customer expectations with technical realities. • Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales to support a cohesive experience for prospects and customers from onboarding, support, and ongoing product use. • Use support tooling such as ticketing systems, Slack, Zoom, and email to track requests, document resolutions, and ensure clear communication and timely follow-through internally and externally. • Contribute to internal and customer-facing documentation by helping keep onboarding materials, support guides, and best practices accurate and up to date. • On-Call Participation: This role may participate in an on-call rotation and respond to critical issues outside of regular business hours. Availability during evenings, nights, weekends, and holidays may be required to ensure continuity of service and support.

• Own planning, renewal execution, and expansion strategy for an assigned portfolio of Safer accounts. • Develop multi-threaded relationships across executive, legal, technical, and operational stakeholders. • Create structured account plans aligned to customers’ evolving trust and safety strategies and Safer’s product roadmap. • Lead executive business reviews grounded in performance data, return on investment narratives, and mission impact. • Independently craft renewal strategies for complex contracts, including pricing conversations, usage realignment, and expansion packaging. • Build risk assessments and renewal forecasts informed by usage data, contract performance, and stakeholder engagement. • Proactively identify churn risk and design mitigation plans in partnership with Product, Finance, and Legal. • Identify and drive expansion opportunities based on product adoption trends and emerging customer needs. • Monitor monthly usage against contractual commitments, identifying performance gaps and revenue implications. • Translate usage data and revenue insights into actionable recommendations for customers and internal stakeholders. • Maintain high-quality Salesforce documentation and forecasting accuracy. • Identify systemic friction in onboarding, billing, or renewal processes and recommend scalable improvements. • Contribute to the evolution of account management playbooks, renewal frameworks, and portfolio health metrics. • Serve as the primary advocate for assigned accounts internally, ensuring customer needs are understood across teams. • Partner with Product and Engineering to communicate nuanced use cases and technical requirements. • Confidently discuss how Safer’s classifiers and services integrate into varied content moderation systems and infrastructures. • Bring cross-functional partners along in resolving complex customer challenges. • Passionately promote Thorn’s mission to protect children and ensure Safer’s solutions are positioned with integrity and care. • Approach high-stakes account decisions with alignment to Thorn’s values.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior Account Manager serves as the primary business contact for an assigned portfolio of Safer accounts, including complex mid-market and enterprise partners. - Accountable for renewal strategy, expansion planning, customer health, and long-term revenue sustainability. - Operate as a Safer domain expert and trusted advisor, translating platform trust and safety needs into scalable solutions. - Navigate complex renewal cycles, proactively mitigate risk, identify expansion opportunities, and influence cross-functional partners. - Contribute to strengthening Safer’s broader account management systems, sharing best practices, and elevating standards across the team. What You’ll Do - Portfolio Ownership and Strategic Account Management: - Own planning, renewal execution, and expansion strategy for an assigned portfolio of Safer accounts. - Develop multi-threaded relationships across executive, legal, technical, and operational stakeholders. - Create structured account plans aligned to customers’ evolving trust and safety strategies and Safer’s product roadmap. - Lead executive business reviews grounded in performance data, return on investment narratives, and mission impact. - Renewal and Revenue Retention Leadership: - Independently craft renewal strategies for complex contracts, including pricing conversations, usage realignment, and expansion packaging. - Build risk assessments and renewal forecasts informed by usage data, contract performance, and stakeholder engagement. - Proactively identify churn risk and design mitigation plans in partnership with Product, Finance, and Legal. - Identify and drive expansion opportunities based on product adoption trends and emerging customer needs. - Account Health, Analytics, and Process Strengthening: - Monitor monthly usage against contractual commitments, identifying performance gaps and revenue implications. - Translate usage data and revenue insights into actionable recommendations for customers and internal stakeholders. - Maintain high-quality Salesforce documentation and forecasting accuracy. - Identify systemic friction in onboarding, billing, or renewal processes and recommend scalable improvements. - Contribute to the evolution of account management playbooks, renewal frameworks, and portfolio health metrics. - Cross-Functional Influence and Customer Advocacy: - Serve as the primary advocate for assigned accounts internally, ensuring customer needs are understood across teams. - Partner with Product and Engineering to communicate nuanced use cases and technical requirements. - Confidently discuss how Safer’s classifiers and services integrate into varied content moderation systems and infrastructures. - Bring cross-functional partners along in resolving complex customer challenges. - Mission Alignment: - Passionately promote Thorn’s mission to protect children and ensure Safer’s solutions are positioned with integrity and care. - Approach high-stakes account decisions with alignment to Thorn’s values. Qualifications - A deep commitment to putting the children we serve at the center of everything you do. - 5+ years of experience in Account Management, SaaS Sales, or Customer Success, including significant experience owning renewals for mid-market and enterprise accounts. - Demonstrated ability to independently manage complex, multi-stakeholder accounts with meaningful revenue impact. - Experience navigating ambiguous customer challenges and crafting structured, data-informed solutions. - Strong analytical fluency, including interpreting usage data, forecasting renewals, and identifying expansion signals. - Executive-level communication skills and the ability to influence cross-functional partners. - Strong proficiency in Salesforce, including reporting, forecasting, and opportunity management. - Exceptional organization and attention to detail in high-stakes renewal cycles. Technologies We Use - Salesforce - Kibana - Slack - Asana Compensation and Benefits A reasonable estimate of the compensation range for this role is $108,000-$130,000/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.

• Serve as the primary legal point of contact and partner for multiple teams across the organization. • Draft, negotiate, review, interpret, and assist in the maintenance of legal documents covering a range of Thorn’s activities across the child safety ecosystem, ensuring appropriate risk allocation and regulatory compliance. • Develop, enhance, and maintain policies, contract templates, trainings, guidelines, and procedures to ensure legal compliance and operational efficiency. • Provide proactive legal counsel across multiple domains - technology, SaaS, IP, and contracts - anticipating challenges and crafting solutions. • Develop creative, practical solutions that support internal and external stakeholders while advancing enterprise risk management objectives and safeguarding Thorn’s mission and reputation. • Manage and triage outside counsel relationships to ensure effective, high-quality legal support aligned with organizational priorities. • Maintain the highest level of professional and ethical standards, acting in compliance with both the letter and spirit of all applicable laws and regulations.

• Support execution of Thorn's thought leadership and earned media efforts • Write and produce media materials including pitches, press releases, and backgrounders • Lead social media editorial planning and engagement • Monitor the external landscape for communication opportunities and risks • Write and produce blog posts, newsletters, and internal updates