Director, Customer Success (Mega)

BlackLine • New York, NY

6h

About The Position

BlackLine is pioneering the future of modern accounting, and our most strategic customers are at the heart of this transformation. We are seeking a visionary and results-oriented Director of Strategic Customer Success to lead our engagement with these key partners. This is a senior leadership role responsible for building and executing a sophisticated, proactive, and value-driven success strategy. You will lead an elite team of Customer Success Managers (CSMs) and act as the ultimate executive sponsor, ensuring our most important customers achieve their business objectives and evolve their finance operations with BlackLine.

Requirements

• 10+ years of leadership experience in Customer Success, Strategic Account Management, or a related function within a B2B enterprise SaaS environment.
• 5+ years of experience managing and scaling high-performing teams, with a track record of developing top talent.
• Demonstrated success managing a portfolio of large, complex, and high-value enterprise accounts, consistently meeting and exceeding commercial targets.
• Exceptional ability to engage, influence, and build credibility with senior executives (CFO, CAO, Controller). You speak their language and understand their challenges.
• Strong familiarity with the principles of accounting and finance is highly desirable. You must be passionate about the space we operate in.
• Proven ability to develop and execute sophisticated, data-driven account strategies that deliver tangible business outcomes for both the customer and the company.
• A Bachelor's degree is required; an MBA or equivalent advanced degree is highly preferred.

Responsibilities

• Develop and implement a forward-thinking success framework that goes beyond retention to deliver proactive insights, strategic guidance, and measurable business value.
• Cultivate deep, trusted-advisor relationships with C-level executives and key decision-makers, understanding their strategic priorities and aligning BlackLine as a critical partner in their success.
• Lead, mentor, and inspire a high-caliber team of CSMs. Foster a culture of strategic account management, commercial acumen, and relentless focus on customer outcomes.
• Architect and oversee programs that ensure customers are maximizing their investment, driving deep adoption across the platform, and realizing the full potential of their BlackLine solutions.
• Own the key commercial outcomes for your portfolio, including Gross and Net Revenue Retention (GRR/NRR). Identify and pursue expansion opportunities in close partnership with the Sales team.
• Serve as the powerful internal advocate for our strategic accounts, translating their needs and feedback into actionable insights for our Product, Engineering, and Executive teams.
• Drive operational excellence by leveraging data to manage portfolio health, forecast renewals, and mitigate risk. You will be accountable for the key metrics that define our success.

What This Job Offers

• Job Type: Full-time
• Career Level: Director