Customer Success Manager

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The Customer Success Manager 2 (CSM2) delivers post-sales efforts to their assigned customers via a consultative Customer Success program strategy specifically associated with BlackLine onboarded customers. This program strategy encompasses the activities, resources, and relationships necessary to optimize customers' adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance customer health and satisfaction. The CSM2 uses their expertise in the Company's platform and products as well as their domain expertise to provide best practice deliverables. These deliverables include coaching, Business Reviews, Customer Success Reviews, Success Planning required to ensure the customer is receiving the value expected from their BlackLine subscription and moving through their customer journey. The CSM2 acts as a mentor and assists the Customer Enablement team with onboarding new CSMs. The CSM2 leads customer events with ease and may or may not produce their own presentation content relevant to the audience. They develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all BlackLine activities are closely aligned with the customer's business and strategic initiatives, allowing the full potential of their BlackLine solution to be realized. The CSM2 reports to the Senior Manager, Customer Success; however, they work independently and require minimal contact with the Senior Manager Customer Success.
Responsibilities:
  • Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned 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 to assist the Account Management team in license expansion.
  • 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 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 risk of churn or attrition is document.
  • 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 impact on renewals, and guide customers through a successful "Red → Green" process.
  • Participate in 1 or more Expert Team 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.
  • 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
Qualifications:
  • Domain expertise - 5+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
  • 4 Years Customer facing experience (internal or external)
  • Bachelor's degree or equivalent experience
  • Strong interpersonal skills and experience building relationships
  • 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
  • Excellent listening, diagnostic and empathy skills: you identify with the customer and want to help solve their problem
  • Strong verbal and written professional communication
  • Demonstrate natural strong presentation skills natural comfortable passion for presenting
  • Prioritization and time management skills
  • Self-motivated, proactive team player with a natural curiosity and passion for learning
  • 2+ years BlackLine experience or demonstrated advanced knowledge of BlackLine solutions
  • Bachelor's degree in Accounting, Economics or Business Administration
  • CPA, CIA or related professional accounting certification

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

BlackLine’s headquarters feature open work stations, informal lounge areas, a game room, a music room, quiet pods, training areas, and more.

What are BlackLine Perks + Benefits

BlackLine Benefits Overview

BlackLine believes in providing the best possible service to its clients, and that starts with offering amazing perks to its employees. These perks include 100% coverage for healthcare, vision, and dental, 401(k) matching, ESPP, food, drinks, games, and so much more!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
At BlackLine, we feel that paying 100% of our employees’ health benefits is 100% the right thing to do. Medical, dental, and vision are taken care of by the company.
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
BlackLine has been offering company wide virtual fitness classes such as, Aerobics and Yoga!
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
BlackLine provides employees with a 401(k) matching plan.
Company Equity
Employee Stock Purchase Plan
BlackLine offers and Employee Stock Purchase Plan with the ability to buy stock at a discounted price.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
BlackLine hosts company outings several times per year.
Game Room
Our game room includes Ping Pong, Pool Table and Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees free on-site garage parking.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We’re better together and know that amazing individuals make amazing teams. We also know that we bond through socializing and shared experiences. That’s how teams gel and support each other.

So, we like to play games together: table tennis, poker, and video games. We encourage company sports leagues and fitness groups. We relax with happy hours and team get-togethers, and we never let a holiday season go by without a celebration.

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