Senior Customer Success Manager

Location: New York

## Senior Customer Success Manager Apply remote type:
Hybrid locations:
New Yorktime type:
Full time posted on:
Posted Yesterday job requisition :
001431
** Make Your Mark:
** With very limited direction, the Customer Success Manager delivers post-sales efforts to their assigned customers via a consultative Customer Success program strategy specifically associated with Black Line onboarded customers.  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 uses their immense expertise in the Company's platform and products as well as their domain expertise to provide best practice deliverables.  

These deliverables include coaching, Business Reviews, Customer Success Reviews, Success Planning that aligns to the customer corporate goals and objectives and are required to ensure the customer is receiving the value expected from their Black Line subscription and moving through their customer journey. Due to their extensive accounts receivable industry knowledge as well as their Black Line knowledge, the Customer Success Manager is able to effectively provide guidance to clients on how to best adopt BL tools considering the entire finance transformation client journey.

The Customer Success Manager acts as a mentor and assists the Customer Enablement team with onboarding new CSMs.  The Customer Success Manager leads customer events with ease and may or may not produce their own presentation content relevant to the audience. They develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all Black Line activities are closely aligned with the customer's business and strategic initiatives, allowing the full potential of their Black Line solution to be realized.  

Their knowledge and experience provides clients with additional consulting and vision for using Black Line.

** You'll Get To:
*** Deliver on Customer Success program strategy specifically associated with Black Line onboarded customer as it relates to assigned customers.
* Track, validate, and provide feedback to AM team to ensure the customer moves through the entire Black Line journey after initial contract implementation.
* Deliver actionable advice, coaching and expertise regarding the features and usage of Black Line's solutions to increase product adoption and to assist the Account Management team in license expansion.
* Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives.
* Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure Black Line understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions.
* Continually communicate Black Line value to customer through the entire customer journey.
* Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk.
* Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits.
* Address assigned client activities' impact on Black Line and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document.
* Keep current on all Black Line solutions, including detailed product functionality and its proper use.
* Communicate competitive differentiation as needed to further opportunities and prevent churn.
* Identify and report on at risk clients, including impact on renewals, and guide customers through a successful Red-to-Green process.
* Participate in 1 or more Expert Team to provide feedback to Product Management team through the Customer Team Enhancement Process related to new functionality requests and specifications
* Provide feedback to various internal customer teams to improve customer experience.
* Provide Black Line best practices, use case scenarios and client stories both internally and externally (including Community) to assist other clients with expanded use of application functionality.
* Assist with the provision of customer references.
* Provide coverage, education, and application expertise by attending and participating in Black Line Meet Ups, Client Round tables, Customer Success Labs, Best Practice Summits, conferences, and other events.
* Acts as a SME in Black Line Reconciliations. Also acts as a SME in at least seven other complex Black Line solutions
* Log client communication and document relevant activities…