Director, Customer Success; Mega

Get to Know Us

It's fun to work in a company where people truly believe in what they're doing!

At Black Line, we're committed to bringing passion and customer focus to the business of enterprise applications.

Since being founded in 2001, Black Line 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 Black Line 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 Black Line!

Black Line is pioneering the future of modern accounting, and our most strategic customers are at the heart of this transformation. We are seeking a visionary and results-oriented Director of Strategic Customer Success to lead our engagement with these key partners. This is a senior leadership role responsible for building and executing a sophisticated, proactive, and value-driven success strategy. You will lead an elite team of Customer Success Managers (CSMs) and act as the ultimate executive sponsor, ensuring our most important customers achieve their business objectives and evolve their finance operations with Black Line.

• Strategic Leadership & Vision
  :
  Develop and implement a forward-thinking success framework that goes beyond retention to deliver proactive insights, strategic guidance, and measurable business value.
• Executive Relationship Broker
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  Cultivate deep, trusted‑advisor relationships with C‑level executives and key decision‑makers, understanding their strategic priorities and aligning Black Line as a critical partner in their success.
• Team Development & Mentorship
  :
  Lead, mentor, and inspire a high‑caliber team of CSMs. Foster a culture of strategic account management, commercial acumen, and relentless focus on customer outcomes.
• Value Realization & Adoption
  :
  Architect and oversee programs that ensure customers are maximizing their investment, driving deep adoption across the platform, and realizing the full potential of their Black Line solutions.
• Commercial Growth & Strategy
  :
  Own the key commercial outcomes for your portfolio, including Gross and Net Revenue Retention (GRR/NRR). Identify and pursue expansion opportunities in close partnership with the Sales team.
• Voice of the Strategic Customer
  :
  Serve as the powerful internal advocate for our strategic accounts, translating their needs and feedback into actionable insights for our Product, Engineering, and Executive teams.
• Operational Rigor
  :
  Drive operational excellence by leveraging data to manage portfolio health, forecast renewals, and mitigate risk. You will be accountable for the key metrics that define our success.

• Enterprise SaaS Experience
  : 10+ years of leadership experience in Customer Success, Strategic Account Management, or a related function within a B2B enterprise SaaS environment.
• Proven Leadership Acumen
  : 5+ years of experience managing and scaling high‑performing teams, with a track record of developing top talent.
• Strategic Portfolio Management
  :
  Demonstrated success managing a portfolio of large, complex, and high‑value enterprise accounts, consistently meeting and exceeding commercial targets.
• Executive‑Level Gravitas
  :
  Exceptional ability to engage, influence, and build credibility with senior executives (CFO, CAO, Controller). You speak their language and understand their challenges.
• Financial Domain Knowledge
  :
  Strong familiarity with the principles of accounting and finance is highly desirable. You must be passionate about the space we operate in.
• Strategic & Analytical Mindset
  :
  Proven ability to develop and execute sophisticated, data‑driven account strategies that deliver tangible business…