Manager, Customer Success - 13333

Remote, United States

Job Summary

The Manager, Customer Success directly defines, manages and delivers on a Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s).  This program strategy should encompass 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.  This role includes the hiring, supervision, management and training of any program allocated Customer Success Managers in becoming experts in the Company’s platform and products and in using their domain expertise to provide best practice deliverables. 

The Manager of Customer Success proposes recommendations and designs innovative solutions to help optimize customers’ adoption and expansion of BlackLine automation capabilities, prevent attrition and churn, and continually enrich the customer experience.  The Manager of Customer Success leverages their BlackLine expertise, their accounting, internal controls, and process improvement expertise, as well as their professional judgment to provide leading practices, insights, and deliverables.  These deliverables may include one to many thought leadership, Executive touch points and strategy sessions, and recommendations to accelerate customers’ accounting innovation journey.  The Manager, Customer Success will employ effective and repeatable world-class processes and prescriptive touchpoints, including campaigns, coaching, demonstrations, success plans and reviews to nurture extraordinary customer engagement and excitement throughout their BlackLine journey.  All facets of the Manager of Customer Success role are designed to drive customers to BlackLine nirvana.


Roles and Responsibility (list in order of importance)  

  • Define, manage and deliver on a Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s).
  • Supervise, manage and train all program allocated Customer Success Managers.
  • Hire any open program allocated Customer Success Manager positions.
  • Coordinate CSM program workflow and assign project tasks as needed.
  • Supervise CSM team’s answers of client platform, product and domain questions.
  • Supervise CSM team’s performance of Success Planning activities for onboarded clients to ensure BlackLine understands their corporate goals and objectives and any challenges to deliver relevant and pertinent demonstrations, coaching and/or referrals to other Customer Teams.
    Supervise CSM team’s performance of quality presentations, coaching and other activities to the Company’s onboarded clients through webcasts, teleconferences and onsite visits.
    Lead team members as they assess current state process, architect potential solutions, and deliver optimized process transformations using the customer’s data to show the art of the possible adopting the full platform and to help customers unlock accelerated value from BlackLine solutions.
    Keep current on the BlackLine platform and all BlackLine solutions, including detailed product functionality and its proper use.
    Coach and mentor CSMs helping advise BlackLine customers.
  • Design original, innovative solutions for complex customer challenges where no standard solution currently exists as appropriate.
  • Articulate value and benefits associated with optimized solutions.
  • Leverage prior and current experiences and expertise to develop and deliver thought leadership to customers through webinars and other multi-customer events
    Listen to customers to understand their needs and translate their pain points into actionable BlackLine solutions
  • Engage with customer leadership and partner with Account Owners to understand the customers’ goals, objectives, and challenges and adapt our SIT offerings to support their needs
  • Partner with Strategic Account Managers and other departments on strategic account planning focused on ACV expansion, user adoption, reference, and prevent attrition
  • Provide coverage, education, and application expertise by attending and participating in BlackLine User Groups, Client Roundtables, Customer Success Labs, conferences, and other events.
    Exhibit authentic energy for BlackLine solutions and the desire to motivate and engage our customers
  • Other duties as assigned
Required Qualifications

Years of Experience in Related Field:

  • 5+ years customer facing experience (internal or external)
  • 5+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
  • 5+ years BlackLine experience

Education: Bachelor’s degree in Accounting, Economics or Business Administration

Technical/Specialized Knowledge, Skills, and Abilities:
  • Strong interpersonal skills and experience building relationships
  • Desire to mentor, lead and coach
  • Strategic focus with actionable plans
  • Ability to adapt to changing priorities, customer needs in high pressure situations with poise, diplomacy and tact.
  • Comfort and confidence in dealing with the unknown. An ability to complete the puzzle without the final picture being available for reference.
  • Highly process oriented mindset, with an aptitude for dissecting processes and delivering optimized solutions
  • Demonstrated value communication skills; succinctly tie customer challenges to actionable solutions that deliver value
  • Excellent listening and empathy skills: identify with the customer and want to help solve their business challenges
  • Prioritization and time management skills
  • Desire to be solution focused
  • Strong verbal and written professional communication
  • Demonstrated strong presentation skills including content building and delivery in varied settings (live, recorded, webex, etc)
  • Constantly elevate knowledge of BlackLine, current accounting practices, and changes in the industry
  • Demonstrated advanced knowledge of BlackLine solutions to optimize processes

Preferred Qualifications
  • Recognized process improvement skills and ability to architect multiple solutions with limited customer support/documentation
  • Previous supervisory or management experience
  • Demonstrated leadership skills
  • Adaptability to changing priorities and customer needs
  • Self-motivated, proactive team player with a natural curiosity and passion for learning
  • CPA, CIA or related professional accounting certification
Working Conditions
  • Ability to travel – 30%, sometimes internationally

Manager, Customer Success - 13333

Apply Today