Customer Success Manager 1

Sales Remote, United States


Description

The Customer Success Manager (CSM) strategizes on and delivers post-sales efforts to their assigned customers via a Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s).  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 CSM uses their expertise in the Company’s platform and products as well as their domain expertise to provide best practice deliverables.  These prescriptive touchpoints include campaigns, coaching, demonstrations, success plans and reviews to nurture extraordinary customer engagement and excitement throughout their entire BlackLine journey. 


Duties and Responsibilities:
  • Deliver on Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s) as it relates to assigned customers.
  • Perform territory planning to proactively determine the appropriate customer success activities and events needed to improve license and product adoption, prevent churn and attrition and enhance customer advocacy .
  • Own customer relationship for entire BlackLine journey after initial contract execution.
  • Answer clients’ platform, product and domain questions within the defined customer success program criteria and timeframes.
  • Perform Success Planning activities for onboarded clients to ensure BlackLine understands their corporate goals and objectives and any challenges to deliver relevant and pertinent demonstrations, coaching and/or referrals to other Customer Teams.
  • Continually communicate BlackLine value to customer through the entire client lifecycle, including their renewal process.
  • Work as a team with sales executives and other departments on strategic account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk.
  • Deliver actionable advice and expertise to customers regarding the features and usage of BlackLine’s solutions to attain product and license expansion and adoption optimization goals.
  • Perform effective customer demonstrations, Success Reviews, Executive Business Reviews, customer advocacy, coaching activities and other adoption deliverables via webcasts, teleconferences and/or onsite visits.
  • Lead client discovery sessions on account expansion and product adoption whitespace, and coordinate requirements definition with internal teams to obtain and issue client statements of work for new implementation projects.
  • Be able to address assigned client activities’ impact on BlackLine and provide best practices.  Includes, but not limited to organizational changes, global rollout, and ERP changes.
  • Keep current on all BlackLine solutions, including detailed product functionality and its proper use.
  • Apply 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.
  • Coordinate with BlackLine Partner Channel team as well as specific partners, as needed.
  • Provide feedback to Product Management team 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.
  • Assist in BlackLine Community as a Moderator.
  • Provide coverage, education, and application expertise by attending and participating in BlackLine User Groups, Client Roundtables, Customer Success Labs, 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.
  • Other duties as assigned.

Qualifications:
  • Ability to work both independently and collaboratively, sharing best practices and coordinating across internal teams.
  • Outstanding analytical, oral and written communication skills.
  • Demonstrated ability to build relationships and trust with clients and other team members, while identifying and assessing client opportunity and risk.
  • Assist customers both large and small and know how/why to manage them differently.
  • Ability to thrive in a dynamic environment, prioritizing and adjusting to multiple and varying tasks daily.
  • Ability to exercise independent discernment for issue identification and creative resolutions.
  • Demonstrate integrity, trustworthiness and good judgment.
  • Effective presentation skills with ability to deliver clear and concise messages both internally and with clients.
  • Strong ability to understand, match and recommend product functionality to the clients’ business needs
  • Strong results orientation with a dedicated client focus.

Required:
  • Domain expertise - 3+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
  • Bachelor’s degree
  • Travel may be required

Preferred:
  • Bachelor’s degree in Accounting, Economics or Business Administration
  • CPA, CIA or related professional accounting certification
  • 2+ years BlackLine experience
  • 2+ years in a customer-facing role
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Equal Employment Opportunity

BlackLine believes that our diversity is one of our greatest strengths, and we do not tolerate discrimination. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to sex (including pregnancy, childbirth, breastfeeding or related medical conditions), race, natural hair, religion (including religious dress and grooming practices), color, gender (including gender identity and gender expression), national origin (including language use restrictions and possession of a driver's license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, medical condition, including HIV and AIDS, genetic information, marital status, registered domestic partner status, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law or ordinance or regulation.

We’re proud to continue to stand by this policy and will grow our company with attention to this instrumental belief in our hiring and promotion practices.

We encourage applications from all qualified candidates and will reasonably accommodate applicants’ needs in accordance with applicable law throughout all stages of the recruitment and selection process. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected]