Customer Success Manager

About the role

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.

Responsibilities

• Execute the Foundational Program using one standard success plan to:
  • Verify Platform Setup
  • Encourage System Admin Training
  • Encourage focus on Change Management
  • Encourage End User Training
• Consult and direct customers using the Digital Transformation Framework to:
  • Understand their end game
  • Understand the keys to a successful journey
  • Envision end‑to‑end process optimization with BlackLine
  • Organize their journey based on the nine foundational process optimization strategies (The BlackLine Nine) and Governance
  • Assess current state and develop a Blueprint for process optimization
  • Optimize processes using the 7 steps to process optimization
• Partner with Lead Account Managers to design and drive a digital transformation roadmap (Blueprint) leveraging BlackLine.
• Partner with Lead Account Managers to develop a plan to deploy the key elements of the Digital Transformation Framework to advance the customer’s digital transformation journey.
• Challenge the customer’s processes and design innovative solutions to advance the digital transformation journey, increasing adoption and expansion of BlackLine, preventing attrition and churn, and continually enriching the customer experience.
• Leverage BlackLine expertise, process optimization expertise, accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience, and professional judgment to provide leading‑practice optimization strategies, insights, and deliverables.
• Deliverables include original, innovative solutions for complex customer challenges, consulting services, process redesign and transformation, solution architecture specific to the customer’s challenges, one‑to‑many thought leadership, executive touch points and strategy sessions, and recommendations to accelerate the customer’s digital transformation journey.
• Remain confident in the unknown, as many customers require assistance in understanding their own processes before considering optimization with BlackLine.
• All facets of the role are designed to drive the customer’s successful digital transformation journey.

Requirements

• BlackLine expertise
• Process optimization expertise
• Accounting and internal controls experience
• Financial analysis experience
• Invoice‑to‑cash and/or intercompany operations experience
• Strong professional judgment

Benefits

• Short‑term and long‑term incentive programs (based on eligibility)
• Robust offering of benefit and wellness plans

Pay

Salary Range: $110,000.00 – $138,000.00

Schedule

Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.