Customer Success Manager

BlackLine Systems, Inc.; New York (NY); On-site; USD 110,000 - 138,000; Full time

Job summary

BlackLine is seeking a Customer Success Manager (CSM) to partner with Lead Account Managers and drive customers toward integrating strategy, process, and technology to optimize the Office of the CFO. You will execute standardized success plans and develop a BluePrint for process optimization, guiding customers through the Digital Transformation Framework to enhance their journey with BlackLine.

The role emphasizes deep BlackLine expertise, process optimization, and strong accounting knowledge to

Qualifications

• Expertise with BlackLine platform and finance controls
• Strong process-improvement mindset and problem-solving
• Experience in accounting controls, financial analysis, and intercompany operations

Responsibilities

• Partner with Lead Account Managers to design and drive a digital transformation roadmap.
• Consult and guide customers through the Digital Transformation Framework to optimize end-to-end processes.
• Deliver leading-practice optimization strategies and deliverables to accelerate customer journeys

Skills

BlackLine expertise

Process optimization

Accounting & internal controls

Financial analysis

Invoice-to-cash / intercompany

Job description

Make Your Mark: The Customer Success Manager (CSM) 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 one standard success plan, CSMs execute the Foundational Program to 1) Verify Platform Setup, 2) Encourage System Admin Training, 3) Encourage focus on Change Management, and 4) Encourage End User Training. And, with the Digital Transformation Framework, the CSM consults with and directs customers to 1) understand their end game, 2) understand the keys to a successful journey, 3) envision end-to-end process optimization with BlackLine, 4) organize their journey based on the nine foundational process optimization strategies (The BlackLine Nine) and Governance, 5) assess their current state and develop a BluePrint for process optimization, and 6) optimize processes using the 7 steps to process optimization.

CSMs partner with Lead Account Managers to design and drive a digital transformation roadmap (BluePrint) leveraging BlackLine. The CSM partners with Lead Account Managers to develop a plan to deploy the key elements of the Digital Transformation Framework to advance the customers' digital transformation journey. The CSM challenges the customer's processes and designs innovative solutions to advance the customers' digital transformation journey, increasing adoption and expansion of BlackLine, preventing attrition and churn, and continually enriching the customer experience.

The CSM leverages their BlackLine expertise; their process optimization expertise; their accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience; as well as their professional judgment, to provide leading practice optimization strategies, insights, and deliverables. These deliverables include original, innovative solutions for complex customer challenges, consulting services, process redesign and transformation, solution architecture specific to the customers' challenges, one to many thought leadership, executive touch points and strategy sessions, and recommendations to accelerate customer's digital transformation journey. Most importantly, the CSM must be confident in the unknown as many customers require assistance in understanding their own processes before considering optimization with BlackLine. All facets of the CSM role are designed to drive customers' successful digital transformation journey.

You’ll Get To: The Customer Success Manager (CSM) 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 one standard success plan, CSMs execute the Foundational Program to 1) Verify Platform Setup, 2) Encourage System Admin Training, 3) Encourage focus on Change Management, 4) Encourage End User Training. And, with the Digital Transformation Framework, the CSM consults with and directs customers to 1) understand their end game, 2) understand the keys to a successful journey, 3) envision end-to-end process optimization with BlackLine, 4) organize their journey based on the nine foundational process optimization strategies (The BlackLine Nine) and Governance, 5) assess their current state and develop a BluePrint for process optimization, and 6) optimize processes using the 7 steps to process optimization. CSMs partner with Lead Account Managers to design and drive a digital transformation roadmap (BluePrint) leveraging BlackLine. The CSM partners with Lead Account Managers to develop a plan to deploy the key elements of the Digital Transformation Framework to advance the customers' digital transformation journey. The CSM challenges the customer's processes and designs innovative solutions to advance the customers' digital transformation journey, increasing adoption and expansion of BlackLine, preventing attrition and churn, and continually enriching the customer experience. The CSM leverages their BlackLine expertise; their process optimization expertise; their accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience; as well as their professional judgment, to provide leading practice optimization strategies, insights, and deliverables. These deliverables include original, innovative solutions for complex customer challenges, consulting services, process redesign and transformation, solution architecture specific to the customers' challenges, one to many thought leadership, executive touch points and strategy sessions, and recommendations to accelerate customer's digital transformation journey. Most importantly, the CSM must be confident in the unknown as many customers require assistance in understanding their own processes before considering optimization with BlackLine. All facets of the CSM role are designed to drive customers' successful digital transformation journey.

What You’ll Bring

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 has 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 3 days a week.

Salary Range: $110,000.00-$138,000.00 Pay Transparency Statement: Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans. We are committed to pay transparency and ensuring candidates have clear information about compensation expectations. For roles that include variable incentive components such as an Incentive Compensation Plan (ICP) or On-Target Earnings (OTE), the compensation structure may follow a split model - for example, a 50/50, 70/30, or 60/40 ratio between base salary and variable incentive.

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. Accommodations: 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.

Wondering what it’s like to work at BlackLine? Don’t take our word for it. We’ve been voted Best Place to Work by Inc. Magazine four years in a row. Built in LA ranks us in their top 100 Best Places to Work in LA. Reviewers on Glassdoor say we have "smart and kind people," "phenomenal culture," and "good work/life balance." Sound good?

At BlackLine, we follow a comprehensive recruitment process which is undertaken by our talent acquisition team. We conduct personal interviews of all potential job seekers and do not follow practice of making employment offers based solely on a candidate’s resume. Openings at BlackLine are listed on our career webpage in addition to being advertised in job portals.