Senior Customer Success Manager

About the role

BlackLine is looking for a Senior Customer Success Manager (CSM3) in Mexico City. The CSM3 delivers post-sales success programs for BlackLine-onboarded customers with very little direction, using deep knowledge of the platform and the accounting industry to coach customers, prevent churn and expand adoption. The role also mentors the Customer Enablement team on onboarding new CSMs and leads customer events.

Key responsibilities

• Deliver the Customer Success program strategy for each assigned customer, tracking progress through the BlackLine journey and giving feedback to the Account Management team.
• Coach customers on BlackLine features and usage, and advise the Account Management team on license expansion.
• Run Success Planning, Business Reviews, Success Reviews and Success Path creation, and keep customers informed of BlackLine value throughout the journey.
• Work with sales executives and other departments on account planning, expansion, adoption and reduced churn risk.
• Deliver reviews, coaching and advocacy via webcasts, teleconferences and onsite visits, and document ERP-related risks that could cause churn.
• Identify at-risk clients, run the Red-to-Green renewal process, and act as a subject matter expert in BlackLine Reconciliations and at least seven other complex BlackLine solutions.
• Share BlackLine best practices, use cases and client stories internally and externally, and give feedback to Product Management and other internal teams.
• Log communications in the CRM and attend events such as BlackLine Meet Ups, roundtables and conferences.

Required profile

• 7+ years of experience in accounting, auditing or financial industry software solutions.
• Prior experience as a Controller and/or Director of Finance.
• Bachelor's degree in Accounting, Economics or Business Administration, or an MBA or equivalent.
• 5+ years of BlackLine experience or equivalent, and 6 years of customer-facing experience.
• CPA, CIA or related professional accounting certification.

Required skills

• Updated knowledge of current accounting practices and industry changes.
• Knowledge of Gainsight, Salesforce CRM and similar tools.
• Strong presentation, communication and consultative skills, with a trusted-advisor approach.