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.

• Leadership and Strategy: Develop and execute a comprehensive Customer Success strategy tailored to the unique needs of customers. Collaborate with cross-functional teams, including Sales, Partners, Product, and Support, to enhance the customer journey and experience for customers. Create, design, and develop a digital and scaled strategy while reducing C&A and increasing expansion. Serve as a key member of the leadership team to influence company strategy and advocate for customer needs.
• Team Development: Lead, mentor, and grow a team of Customer Success Managers focused on the segments, ensuring the team is equipped to deliver exceptional service and achieve OKR's. Foster a culture of continuous improvement, collaboration, and customer-centricity within the team. Ensure every team member has a defined Talent Journey with intent to maximize development and career growth.

• Customer Retention: Implement customer engagement programs to proactively manage customer health, ensuring high levels of NRR and satisfaction. Oversee the onboarding, training, and continuous education processes to ensure customers are fully leveraging our BlackLine solutions. Identify and mitigate risks of customer churn & attrition while implementing targeted interventions as needed.

• Revenue Growth: Drive revenue growth within the segments by identifying upsell and cross-sell opportunities. Partner with the Sales to expand the footprint within existing customer base. Collaborate on pricing strategies, renewals, and contract negotiations to ensure long-term customer success and satisfaction.

• Data Decision-Making: Establish and monitor OKR's related to customer satisfaction, retention, and expansion within the segments. Regularly report on team performance, customer health, and business outcomes to senior leadership. Continuously analyze customer data to identify trends and areas for improvement in the customer success strategy.

• Employee Experience

• Ensure every team member has developmental goals

• Continuously foster an inclusive environment which creates innovation, growth, and accountability.

• Customer Satisfaction by delivering engaging customer experience

• Customer Satisfaction Score (CSAT)

• NPS

• Health Scores

• Customer Engagement

• Expansion

• Consumption & Adoption

• Churn and attrition reduction

• Uplift

• Multi-Year agreement terms

• Bachelor's degree in Business, Finance, or a related field.

• 12+ years of experience in customer success, account management, sales, and/or a related field.

• Proven track record of successfully developing and executing customer success strategies.

• Strong leadership and team management skills, with experience leading high-performing teams.

• Ability to think strategically while being able to execute at a tactical level.

• Strong understanding of SaaS products and business models.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers, and internal teams.

• Strong problem-solving skills, analytical, and a proactive approach to addressing customer needs.

• Proficiency in using CRM, MS Suite of Products, and Gainsight

• 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.