Senior Director, Customer Success

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:
We are seeking an experienced and strategic Senior Director of Customer Success to lead our Customer Success team and drive our customer-centric initiatives to the next level. This senior leadership position will focus on customer retention, engagement, and growth by building deep relationships and ensuring customers achieve maximum value from our premium products and services . The ideal candidate will have a proven track record in scaling Customer Success teams, optimizing processes, and influencing cross-functional teams to deliver world-class customer experiences . This role will be critical in ensuring that we are bringing vision to value while driving expansion and mitigating Churn and Attrition . You will build and lead a team within North America, Romania, and India .
You'll Get To:

• Leadership and Strategy : Develop and execute a comprehensive Customer Success strategy tailored to the unique needs of customers . Collaborate with cross-functional teams, including Sales, Partners , Product , and Support, to enhance the customer journey and experience for customers . Create, design, and develop a digital and scaled strategy while reducing C&A and increasing expansion . Serve as a key member of the leadership team to influence company strategy and advocate for customer needs.
• Team Development : Lead , mentor, and grow a team of Customer Success Managers focused on the segment s , ensuring the team is equipped to deliver exceptional service and achieve OKR's . Foster a culture of continuous improvement, collaboration, and customer-centricity within the team . Ensure every team member has a defined Talent Journey with intent to maximize development and career growth.

• Customer Retention : I mplement customer engagement programs to proactively manage customer health, ensuring high levels of NRR and satisfaction . Oversee the onboarding, training, and continuous education processes to ensure customers are fully leveraging our BlackLine solutions . Identify and mitigate risks of customer churn & attrition while implementing targeted interventions as needed.

• Revenue Growth : Drive revenue growth within the segment s by identifying upsell and cross-sell opportunities . Partner with the Sales to expand the footprint within existing customer base . Collaborate on pricing strategies, renewals, and contract negotiations to ensure long-term customer success and satisfaction.

• Data Decision-Making : Establish and monitor OKR's related to customer satisfaction, retention, and expansion within the segment s . Regularly report on team performance, customer health, and business outcomes to senior leadership . Continuously analyze customer data to identify trends and areas for improvement in the customer success strategy.

OKR's :

• Employee Experience

• Ensure e very team member has developmental goals

• Continuously foster an inclusive environment which creates innovation, growth, and accountability.

• Customer Satisfaction by delivering engaging customer experience

• Customer Satisfaction Score (CSAT)

• NPS

• Health Scores

• Customer Engagement

• Expansion

• Consumption & Adoption

• Churn and attrition reduction

• Uplift

• Multi-Year agreement terms

What You'll Bring:

• Bachelor's degree in Business , Finance, or a related field .

• 1 2 + years of experience in customer success, account management, sales, and/or a related field.

• Proven track record of successfully developing and executing customer success strategies .

• Strong leadership and team management skills, with experience leading high-performing teams.

• Ability to think strategically while being able to execute at a tactical level.

• Strong understanding of SaaS products and business models.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers , and internal teams.

• Strong problem-solving skills , analytical, and a proactive approach to addressing customer needs.

• Proficiency in using CRM , MS Suite of Products, and Gainsight

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.
Salary Range:
USD $191,000.00 - USD $253,000.00
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.
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.