Customer Success Manager

Customer Success Manager (CSM)

The Customer Success Manager partners with Lead Account Managers to provide thought leadership and drive customers to integrate strategy, process, and technology to optimize the Office of the CFO. Using a standardized success plan, the CSM executes the Foundational Program and the Digital Transformation Framework to guide customers through platform setup, training, change management, and process optimization.

Responsibilities

• Partner with Lead Account Managers to design and drive a digital transformation roadmap leveraging BlackLine.
• Consult customers on the Digital Transformation Framework, helping them understand their end‑game, key success factors, and process optimization strategies.
• Challenge existing processes, design innovative solutions, and deliver actionable thought leadership, strategy sessions, and executive touchpoints.
• Provide consultative guidance and develop original, innovative solutions for complex customer challenges.
• Work with account planning teams on ACV expansion, services revenue, user adoption, referenceability, and churn prevention.
• Assess current state processes, architect potential solutions, and partner to deliver process optimizations.
• Document process optimization use cases for internal reuse.
• Mentor colleagues on complex process optimizations.
• Other duties as assigned.

What You’ll Bring

• Advanced knowledge of BlackLine solutions for process optimization.
• Recognized process optimization skills and the ability to architect solutions with limited documentation.
• Strong value communication skills, succinctly linking customer challenges to actionable solutions.
• Demonstrated leadership and adaptability to changing priorities.
• Self‑motivated, proactive team player with curiosity and passion for learning.
• Prioritization and time‑management skills.
• CPA, CIA, or other professional certifications.

We’re Even More Excited If You Have

• Knowledge of Gainsight, Salesforce CRM, or similar tools.

Benefits

• Competitive base salary: USD $110,000 – $138,000 per year.
• Variable incentive programs, with compensation structure depending on experience and location.
• Short‑term and long‑term incentive plans, along with robust health, dental, vision, and wellness benefits.
• Opportunities for professional development and career growth.

Equal Opportunity

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 laws.