Senior Customer Success Manager
About The Position
The Senior Customer Success Manager delivers post-sales efforts for assigned BlackLine customers through a consultative Customer Success program. The role supports large, strategic customers that require senior-level consultation and experience, guiding them from contract signature through implementation and ongoing adoption. The goal is to optimize adoption of subscribed licenses and products, prevent attrition and churn, and improve customer health and satisfaction. Using deep knowledge of BlackLine’s platform, products, and finance transformation, the Customer Success Manager provides best-practice coaching, business and customer success reviews, and success planning aligned with customers’ corporate goals. The role helps customers realize the expected value of their subscriptions, develop trusted-advisor relationships with key stakeholders and executive sponsors, and identify opportunities to improve usage and business outcomes. The position partners closely with Account Managers, sales executives, and internal teams, and may require travel.
Requirements
- 7+ years of experience in accounting, auditing, or the financial industry and associated software solutions.
- Bachelor’s degree in Accounting, Economics, or Business Administration.
- 5+ years of customer-facing experience, internal or external.
- Updated knowledge of current accounting practices and industry changes.
- Knowledge of Gainsight or an equivalent success tool, Salesforce CRM, and related tools.
- Ability to handle changing priorities and high-pressure situations with poise, diplomacy, and tact.
- Highly process-oriented mindset and ability to tell stories with data.
- Strong interpersonal and consultative skills, with demonstrated success building trusted-advisor relationships and driving customer business value.
- Strong listening, diagnostic, and empathy skills, including the ability to understand customer problems and help solve them.
- Excellent professional verbal and written communication skills.
- Strong presentation skills and comfort presenting.
- Prioritization and time-management skills.
- Self-motivated, proactive team player with curiosity and a passion for learning.
- Travel may be required.
Nice To Haves
- Experience with BlackLine R2R solutions is desired.
Responsibilities
- Deliver the Customer Success program strategy, supporting customers from signature through implementation and ongoing adoption.
- Partner with Account Managers to guide customers after initial contract implementation and help them realize a return on investment.
- Provide actionable advice, coaching, and expertise on BlackLine solution features and usage to increase adoption and assist with license expansion.
- Educate clients on existing and new product features and how they contribute to business objectives.
- Conduct success planning, including Business Reviews, Success Reviews, and Success Path creation, to understand customer goals and plan for improved efficiency.
- Communicate BlackLine’s value throughout the customer journey.
- Collaborate with sales executives and other departments on account planning focused on expansion, reducing adoption whitespace, increasing customer sentiment, and reducing churn risk.
- Deliver Success Reviews, Business Reviews, customer advocacy activities, solution coaching, and other adoption work through webcasts, teleconferences, or onsite visits.
- Assess the impact of assigned client activities, such as ERP changes, on BlackLine.
- Stay current on BlackLine solutions, product functionality, and appropriate use.
- Communicate competitive differentiation to advance opportunities and prevent churn.
- Identify and report at-risk clients, including renewal impacts, and guide customers through the Red-to-Green process.
- Provide feedback to internal customer teams to improve the customer experience.
- Share BlackLine best practices, use cases, and client stories internally and externally, including through Community.
- Assist with providing customer references.
- Attend and participate in BlackLine Meet Ups, Client Roundtables, Customer Success Labs, Best Practice Summits, conferences, and other events to provide coverage, education, and application expertise.
- Log client communication and document relevant activities in internal customer relationship management software and other assigned tools.
- Demonstrate passion for the BlackLine application and a desire to enhance customer satisfaction.
- Perform other duties as assigned.
Benefits
- Professional development seminars
- Inclusive affinity groups
- Short-term and long-term incentive programs, based on eligibility
- Benefit and wellness plans
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What This Job Offers
Job Type
Full-time
Career Level
Senior
