Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
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Work, Play and Grow at BlackLine!
Make Your Mark:
The Customer Success Manager (CSM) 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 CSM uses their immense 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 that aligns to the customer corporate goals and objectives and are required to ensure the customer is receiving the value expected from their BlackLine subscription and moving through their customer journey. Due to their extensive accounting industry knowledge as well as their BlackLine knowledge, the CSM is able to effectively provide guidance to clients on how to best adopt BL tools considering the entire finance transformation client journey. The CSM acts as a mentor and assists the Customer Enablement team with onboarding new CSMs. The CSM 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. Their knowledge and experience provides clients with additional consulting and vision for using BlackLine.
You'll Get To:
- Customer Engagement: Building trust and rapport with assigned customers and developing close, long-term relationships to improve NRR. Serve as the primary point of contact for customer value discussions, understanding their goals, challenges, and needs. Conduct regular health checks and business reviews to ensure customers are on track to achieve their desired outcomes. Ensuring our customers vision to value is accelerated.
- Customer Success Collaboration: Collaborate with cross-functional teams, including Sales, Support, Partners, and Product to ensure a seamless customer experience.
- Customer Experience:Develop and execute customer success plans tailored to each customer's unique goals and objectives while leveraging call to actions in Gainsight. Drive product adoption and engagement by providing guidance, resources, and best practices. Ensure customers are equipped with the knowledge and tools they need to achieve success.
- Customer Retention & Growth: Proactively identify and address customer issues, escalating as needed to ensure timely resolution. Advocate for the customer internally, providing feedback to Product, Support, Partners, and other teams to improve the customer experience while elevating NRR. Collaborate with customers to gather success stories and testimonials that showcase their achievements with intent to be referenceable. Identify opportunities for upselling and cross-selling, working closely with Pre-Sales and Sales team to expand our customers footprint.
- Data-Driven Insights: Analyze customer data and metrics to identify trends, opportunities, and areas for improvement. Utilize customer feedback and data insights to inform product development, customer success strategies, and operational improvements. Report on key customer success metrics such as Adoption & Consumption, Health Scores, Expansion, NRR, and verified outcomes to the Customer Success and Sales leaders.
Objectives & Key Results
- Customer Satisfaction by delivering engaging customer experience
- Customer Satisfaction Score (CSAT)
- NPS
- Health Scores
- Customer Engagement
- Expansion
- Consumption & Adoption
- Churn and Attrition reduction
- Multi-Year
What You'll Bring:
- Demonstrable experience, Bachelor's degree in Business, Finance, or a related field.
- Proven track record of managing customer relationships and driving customer success.
- Strong communication skills, both written and verbal.
- A customer-centric mindset with a passion for helping others.
- Ability to quickly learn and understand software products and services.
- Ability to work collaboratively in a team environment.
- Problem-solving skills with a proactive approach to addressing customer needs.
- Proficiency in using CRM, MS Suite of Products, and Gainsight
Thrive at BlackLine Because You Are Joining:
- A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
- A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
- A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself have shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.