Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Senior Customer Success Manager role.
Rezi rewrites your resume against BlackLine's job description. Free.
Tailor your resume to this Senior Customer Success Manager role.
Rezi rewrites your resume against BlackLine's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Senior Customer Success Manager posting at BlackLine — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Senior Customer Success Manager posting at BlackLine — free, in seconds.
About the Role
The Customer Success Manager delivers post-sales efforts to assigned customers through a consultative Customer Success program strategy. This role optimizes customer adoption of subscribed licenses and products, prevents attrition and churn, and enhances customer health and satisfaction by leveraging expertise in BlackLine's platform and products. The role involves coaching, Business Reviews, Customer Success Reviews, and Success Planning aligned with customer goals to ensure value realization and guide clients through their finance transformation journey. The Customer Success Manager develops trusted advisor relationships with key stakeholders to align BlackLine activities with customer business and strategic initiatives.
Responsibilities
- Work with large customers requiring senior-level consultation and experience.
- Deliver on the Customer Success program strategy, supporting customers from signature through implementation and ongoing adoption.
- Partner with Account Managers to ensure successful customer journey post-contract implementation.
- Provide actionable advice, coaching, and expertise on BlackLine solutions to increase product adoption and assist with license expansion.
- Educate clients on existing and new product features and functionality and their contribution to business objectives.
- Perform Success Planning activities (Business Reviews, Success Reviews, Success Path creation) for onboarded clients.
- Continually communicate BlackLine value to customers throughout their journey.
- Collaborate with sales executives and other departments on account planning for expansion, adoption, customer sentiment, and churn reduction.
- Conduct Success Reviews, Business Reviews, customer advocacy activities, and solution coaching via webcasts, teleconferences, and onsite visits.
- Assess the impact of client activities (e.g., ERP changes) on BlackLine.
- Maintain current knowledge of all BlackLine solutions, product functionality, and proper use.
- Communicate competitive differentiation to prevent churn and further opportunities.
- Identify and report on at-risk clients, including renewal impacts, and guide them through a Red-to-Green process.
- Provide feedback to internal customer teams to improve customer experience.
- Share BlackLine best practices, use case scenarios, and client stories internally and externally.
- Assist with the provision of customer references.
- Provide coverage, education, and application expertise by attending and participating in BlackLine events.
- Log client communication and document relevant activities within CRM software.
- Show passion for the BlackLine application and a desire to enhance customer satisfaction.
- Travel may be required.
- Perform other duties as assigned.
Requirements
- 7+ years of experience in accounting/auditing/financial industry and associated software solutions.
- 5+ years of customer-facing experience (internal or external).
- Experience in Blackline R2R solutions is desired.
- Updated knowledge of current accounting practices and industry changes.
- Ability to deal with changing priorities and high-pressure situations with poise, diplomacy, and tact.
- Highly process-oriented mindset.
- Strong interpersonal and consultative skills.
- Proven results in building relationships and acting as a Trusted Advisor.
- Excellent listening, diagnostic, and empathy skills.
- Strong verbal and written professional communication skills.
- Demonstrated natural presentation skills.
- Prioritization and time management skills.
- Self-motivated, proactive team player with natural curiosity and passion for learning.
Skills
- Gainsight (or equivalent Success tool)
- Salesforce CRM
- Telling stories with data
Location
- Remote
- Hybrid
Work Type
- Full-time
Experience Level
- Senior level
Education Level
- Bachelor's degree in Accounting, Economics or Business Administration
Salary/Compensations
- $128,000.00-$161,000.00
Benefits
- Short-term incentive programs
- Long-term incentive programs
- Robust offering of benefit and wellness plans
About the Company
- A technology-based company with a sense of adventure and a vision for the future.
- A culture that is kind, open, and accepting, embracing uniqueness and fostering diverse thought.
- A culture where continued growth and learning is empowered through professional development seminars and inclusive affinity groups.
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 or other similar laws.