Manager, Customer Success, ACE

Responsibilities

• Define, manage, and deliver Customer Success program strategies to optimize customer adoption and prevent churn.
• Supervise, manage, and train a team of Customer Success Managers (CSMs).
• Hire and onboard new Customer Success Managers to the program.
• Coordinate CSM workflows, assign project tasks, and oversee the team's performance in success planning and client engagement.
• Lead team members in assessing customer processes and architecting optimized solutions using BlackLine automation capabilities.
• Partner with Strategic Account Managers and other departments on account planning focused on expansion and user adoption.
• Develop and deliver thought leadership through webinars, webcasts, and multi-customer events.

Requirements

• 5+ years of customer-facing experience (internal or external).
• 5+ years of experience in accounting, auditing, or financial industry software solutions.
• 5+ years of direct experience using BlackLine solutions.
• Bachelor's degree in Accounting, Economics, or Business Administration.
• Strong interpersonal, presentation, and professional communication skills.
• Proven ability to mentor, lead, and coach team members.
• Highly process-oriented mindset with the ability to dissect complex workflows.

Preferred Qualifications

• Previous supervisory or management experience.
• Recognized process improvement skills.
• CPA, CIA, or related professional accounting certification.
• Demonstrated leadership skills in high-pressure situations.

About the Company

BlackLine is a leading provider of cloud software that automates and controls the entire financial close process. Since 2001, we have been committed to modernizing the finance and accounting function to enable greater operational effectiveness and agility for leaders around the world.