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About the Role
The Customer Success Manager 3 (CSM3) 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. The CSM3 leverages expertise in BlackLine's platform, products, and domain knowledge to provide best practice deliverables, including coaching, Business Reviews, Customer Success Reviews, and Success Planning aligned with customer goals. They provide guidance on adopting BlackLine tools within the finance transformation journey, mentor new CSMs, and lead customer events. The CSM3 develops trusted advisor relationships with key stakeholders to align BlackLine activities with customer business and strategic initiatives, ensuring the full potential of the BlackLine solution is realized and providing clients with additional consulting and vision.
Responsibilities
- Deliver post-sales efforts to assigned customers via a consultative Customer Success program strategy.
- Optimize customers' adoption of subscribed licenses and products.
- Prevent attrition and churn.
- Continually enhance customer health and satisfaction.
- Provide best practice deliverables including coaching, Business Reviews, Customer Success Reviews, and Success Planning.
- Ensure customers receive expected value from their BlackLine subscription and progress through their customer journey.
- Provide guidance to clients on adopting BlackLine tools considering the entire finance transformation client journey.
- Act as a mentor and assist the Customer Enablement team with onboarding new CSMs.
- Lead customer events.
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors.
- Align BlackLine activities with customer's business and strategic initiatives.
- Provide clients with additional consulting and vision for using BlackLine.
Requirements
- Immense expertise in the Company's platform and products.
- Domain expertise.
- Extensive accounting industry knowledge.
- Extensive BlackLine knowledge.
Skills
- Consultative approach
- Customer Success program strategy
- License and product adoption optimization
- Customer retention
- Customer satisfaction enhancement
- Coaching
- Business Reviews
- Customer Success Reviews
- Success Planning
- Finance transformation guidance
- Mentoring
- Customer event leadership
- Presentation content development
- Relationship building
- Strategic alignment
- Consulting
- Vision setting
Location
- Remote
- Hybrid
Work Type
- Full-time
- Hybrid
Experience Level
- Senior
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.
- A culture where BlackLiner's continued growth and learning is empowered.
- Offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
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.
- BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.