200+ applicants
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BlackLine ยท 6 days ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
$112K/yr - $149K/yr
7+ years exp
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Responsibilities
Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customers.
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation.
Deliver actionable advice, coaching, and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and 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 the 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.
Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in the risk of churn or attrition are documented.
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 the impact on renewals, and guide customers through a successful process.
Participate in 1 or more Expert Teams to provide feedback to Product Management team through the Customer Team Enhancement Process related to new functionality requests and specifications.
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.
Acts as a SME in BlackLine Reconciliations. Also acts as a SME in at least seven other complex BlackLine solutions.
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.
Qualification
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Required
7+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
Prior experience as a Controller and/or Director of Finance
Bachelor's degree in Accounting, Economics or Business Administration
Master of Business Administration or equivalent
5+ years of BlackLine experience required or equivalent
6 years of customer-facing experience (internal or external)
CPA, CIA, or related professional accounting certification
Updated knowledge of current accounting practices and changes in the industry
Knowledge of Gainsight, 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
Strong verbal and written professional communication
Demonstrate natural strong presentation skills and comfortable passion for presenting
Prioritization and time management skills
Self-motivated, proactive team player with a natural curiosity and passion for learning
Preferred
Years of Experience in Related Field Domain expertise - 7+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
Prior experience as a Controller and/or Director of Finance
Master of Business Administration or equivalent
6 years of customer-facing experience (internal or external)
CPA, CIA, or related professional accounting certification
Knowledge of Gainsight, Salesforce CRM, etc.
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
Strong verbal and written professional communication
Demonstrate natural strong presentation skills and comfortable passion for presenting
Prioritization and time management skills
Self-motivated, proactive team player with a natural curiosity and passion for learning
Benefits
Short-term and long-term incentive programs
Benefit and wellness plans
Company
BlackLine
Companies turn to BlackLine (Nasdaq: BL) to help solve their most complex finance and accounting challenges.
1,001-5,000 employees
H1B Sponsorship
BlackLine has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (32)
2022 (47)
2021 (43)
2020 (42)
Funding
Current Stage
Late StageLeadership Team
Owen Ryan
Co-Chief Executive Officer
Mark Partin
Chief Financial Officer
Recent News
2024-05-08
Globe Newswire
2024-05-07
2024-05-06
Company data provided by crunchbase
