Principal Customer Success Manager

Principal Customer Success Manager

**Get to Know Us**:
It's fun to work in a company where people truly believe in what they're doing

Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.

Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

Work, Play and Grow at BlackLine

**Make Your Mark**:
The Principal Customer Success Manager leverages deep product, business, and industry knowledge to partner with customers and guide them to accelerate the business value they receive and return from their investment with BlackLine. They are aligned at key stakeholder level, building and fostering strong relationships to help customers progress on their digital transformation journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs. The Customer Success Manager delivers post-sales efforts to customers via a Customer Success program strategy specifically associated with BlackLine customer Digital Transformation Engagement. This program strategy encompasses the activities, resources, and relationships necessary to optimize customers' adoption of subscribed licenses and products, prevent attrition and churn, and continually enhance customer health and satisfaction. The Customer Success Manager proposes recommendations and designs innovative solutions to help optimize customers' adoption and expansion of BlackLine automation capabilities, prevent attrition and churn, and continually enrich the customer experience. Most importantly, the Customer Success Manager must be confident in the unknown as many customers require assistance in understanding their own processes before considering optimization with BlackLine.

**You'll Get To:
- Assess current state process, architect potential solutions, and deliver optimized process transformations using the customer's data to show the art of the possible adopting the full platform and to help customers unlock accelerated value from BlackLine solutions.
- Design original, innovative solutions for complex customer challenges where no standard solution currently exists. - Partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their digital transformation journey with BlackLine.
- Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
- Produce, execute, and track a comprehensive success path for the customer showing the current state, target future state with timeline, and an underlying enablement and or implementation plan.
- Deliver business value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth
- Build and foster executive level relationships with the customer's Accounting, IT and business executive leadership, sponsors, and decision makers to solidify our partnership and commitment to the customer business & stakeholders
- Perform Success Planning activities for onboarded clients to ensure BlackLine understands their corporate goals and objectives and any challenges to deliver relevant and pertinent demonstrations, coaching and/or referrals to other Customer Teams
- Work as a team with sales executives and other departments on strategic account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
- Deliver actionable advice and expertise to customers regarding the features and usage of BlackLine's solutions to attain product and license expansion and adoption optimization goals
- Perform effective customer demonstrations, Success Reviews, Executive Business Reviews, customer advocacy, coaching activities and other adoption deliverables via webcasts, teleconferences and/or onsite visits
- Address assigned client activities' impact on their BlackLine instance and provide best practices solutions. Including, but not limited to organizational changes, global rollout, and ERP changes. Understands the art of the possible with the BlackLine platform. Acts as a functionality based SME for six BlackLine solutions.
- Have a thorough understanding of the 9 foundational accounti