Senior Customer Success Manager

Make Your Mark

With very limited direction, the Customer Success Manager delivers post-sales efforts to their assigned customers via a consultative Customer Success program strategy specifically associated with BlackLine onboarded customers.

This program strategy encompasses the activities, resources, and relationships necessary to optimize customers' adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance customer health and satisfaction. The Customer Success Manager uses their immense expertise in the Company's platform and products as well as their domain expertise to provide best practice deliverables.

These deliverables include coaching, Business Reviews, Customer Success Reviews, Success Planning that aligns to the customer corporate goals and objectives and are required to ensure the customer is receiving the value expected from their BlackLine subscription and moving through their customer journey.

The Customer Success Manager is able to effectively provide guidance to clients on how to best adopt BL tools considering the entire finance transformation client journey. The Customer Success Manager attends and leads customer events with ease and may produce their own presentation content relevant to the audience.

They develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all BlackLine activities are closely aligned with the customer's business and strategic initiatives, allowing the full potential of their BlackLine solution to be realized. Their knowledge and experience provides clients with additional consulting and vision for using BlackLine.

You'll Get To

• As part of our Strategic CSM segment, you'll work with our largest customers who require a senior level of consultation and experience.
• Deliver on the Customer Success program strategy, helping customers from signature, through implementation and ongoing adoption.
• Partner with Account Managers to ensure the customer moves successfully through the BlackLine journey after initial contract implementation to realize the return on their investment.
• Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion.
• Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives.
• Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions.
• Continually communicate BlackLine value to customer through the entire customer journey.
• Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk.
• Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits.
• Assess assigned client activities' (e.g. ERP changes) impact on BlackLine.
• Keep current on all BlackLine solutions, including detailed product functionality and its proper use.
• Communicate competitive differentiation as needed to further opportunities and prevent churn.
• Identify and report on at risk clients, including impact on renewals, and guide customers through a successful Red-to-Green process.
• Provide feedback to various internal customer teams to improve customer experience.
• Provide BlackLine best practices, use case scenarios and client stories both internally and externally (including Community) to assist other clients with expanded use of application functionality.
• Assist with the provision of customer references.
• Provide coverage, education, and application expertise by attending and participating in BlackLine Meet Ups, Client Roundtables, Customer Success Labs, Best Practice Summits, conferences, and other events.
• Log client communication and document relevant activities within internal customer relationship management software and other tools as assigned.
• Show passion for BlackLine application and desire to enhance customer satisfaction.
• Travel may be required
• Other duties as assigned

What You'll Bring

• 7+ years of experience accounting/auditing/financial industry and associated software solutions
• Bachelor's degree in Accounting, Economics or Business Administration.
• 5+ Years Customer facing experience (internal or external)
• Experience in Blackline R2R solutions desired.
• Updated knowledge of current accounting practices and changes in the industry
• Knowledge of Gainsight (or equivalent Success tool), Salesforce CRM, etc.
• Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
• Highly process-oriented mindset, with a love of telling stories with data
• Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.
• Excellent listening, diagnostic and empathy skills: you identify with the customer and want to help solve their problem
• Strong verbal and written professional communication
• Demonstrate natural strong presentation skills natural comfortable passion for presenting
• Prioritization and time management skills
• Self-motivated, proactive team player with a natural curiosity and passion for learning

Thrive at BlackLine Because You Are Joining

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

Additional information

BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.

Salary Range

$128,000.00-$161,000.00

Pay Transparency Statement

Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location.

In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.

We are committed to pay transparency and ensuring candidates have clear information about compensation expectations. For roles that include variable incentive components such as an Incentive Compensation Plan (ICP) or On-Target Earnings (OTE), the compensation structure may follow a split model - for example, a 50/50, 70/30, or 60/40 ratio between base salary and variable incentive.