Customer Success Manager

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
The Customer Success Manager (CSM) partners with Lead Account Managers to provide thought leadership and drive customers to integrate strategy, process, and technology to optimize the Office of the CFO. Using one standard success plan, CSMs execute the Foundational Program to 1) Verify Platform Setup, 2) Encourage System Admin Training, 3) Encourage focus on Change Management, and 4) Encourage End User Training. And, with the Digital Transformation Framework, the CSM consults with and directs customers to 1) understand their end game, 2) understand the keys to a successful journey, 3) envision end-to-end process optimization with BlackLine, 4) organize their journey based on the nine foundational process optimization strategies (The BlackLine Nine) and Governance, 5) assess their current state and develop a BluePrint for process optimization, and 6) optimize processes using the 7 steps to process optimization.
CSMs partner with Lead Account Managers to design and drive a digital transformation roadmap (BluePrint) leveraging BlackLine. The CSM partners with Lead Account Managers to develop a plan to deploy the key elements of the Digital Transformation Framework to advance the customers' digital transformation journey. The CSM challenges the customer's processes and designs innovative solutions to advance the customers' digital transformation journey, increasing adoption and expansion of BlackLine, preventing attrition and churn, and continually enriching the customer experience.
The CSM leverages their BlackLine expertise; their process optimization expertise; their accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience; as well as their professional judgment, to provide leading practice optimization strategies, insights, and deliverables. These deliverables include original, innovative solutions for complex customer challenges, consulting services, process redesign and transformation, solution architecture specific to the customers' challenges, one to many thought leadership, executive touch points and strategy sessions, and recommendations to accelerate customer's digital transformation journey.

• Most importantly, the CSM must be confident in the unknown as many customers require assistance in understanding their own processes before considering optimization with BlackLine. All facets of the CSM role are designed to drive customers' successful digital transformation journey.

You'll Get To:

• Using the Success Plan (including the Foundational and Digital Transformation Components), partner with Lead Account Managers to motivate customers and drive customers' success as they pursue digital transformation.
• Maintain and elevate BlackLine knowledge, as well as process optimization expertise; accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience; and other relevant domain knowledge that is imperative for advising customers on their Digital Transformation.
• Partner with Lead Account Managers to engage with customer leadership and understand the customers' goals, objectives, and challenges and address using the Digital Transformation Framework.
• Deliver actionable thought leadership and expertise to customers regarding using BlackLine's solutions as a foundational technology supporting their digital transformation journey.
• Using professional judgment and expertise, offer opportunities where customers can provide their processes without written documentation; Review and analyze the processes and develop solutions (even when the customer is unsure of their process) based on personal experience and experience with other customers.
• Work as a team with Lead Account Managers and other departments on account planning focused on ACV expansion, services revenue, user adoption, referenceability, and preventing churn and attrition.
• Work with customers to assess current state processes, challenge the current state, architect potential solutions, and partner to deliver process optimizations.
• Design original, innovative solutions for complex customer challenges where no standard solution currently exists.
• Shadow customers as they pursue digital transformation, providing consultative guidance resulting in value realization.
• Listen to customers to understand their needs and translate their pain points into actionable BlackLine solutions
• Articulate value and benefits associated with optimized solutions.
• Ensure that customers are aware of all complimentary and billable services available to partner with them on their journey.
• Document process optimization use cases in a way that allows for their use throughout BlackLine.
• Leverage prior and current experiences and expertise to develop and deliver thought leadership to customers through webinars and other multi-customer events.
• Exhibit authentic energy for BlackLine and the ability to motivate and engage our customers.
• Provide coaching, mentoring, and guidance to assist colleagues with more complex process optimizations.
• Other duties as assigned

What You'll Bring:

• Advanced knowledge of BlackLine solutions to optimize processes
• Recognized process optimization skills and ability to architect multiple solutions with limited customer support/documentation
• Demonstrated value communication skills; succinctly tie customer challenges to actionable solutions that deliver value
• Demonstrated leadership skills
• Adaptability to changing priorities and customer needs
• Self-motivated, proactive team player with a natural curiosity and passion for learning
• Prioritization and time management skills

We're Even More Excited If You Have:

• Knowledge of Gainsight, Salesforce CRM, etc. preferred
• CPA, CIA or other professional certifications

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.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
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 2 days a week.