Customer Success Manager Job at BlackLine (Mexico City)

Customer Success Manager

BlackLine

Location:
Mexico , Mexico City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Success Manager (CSM) partners with Lead Account Managers to provide thought leadership and drive customers to integrate strategy, process, and technology to optimize the Office of the CFO. Using one standard success plan, CSMs execute the Foundational Program to 1) Verify Platform Setup, 2) Encourage System Admin Training, 3) Encourage focus on Change Management, and 4) Encourage End User Training. And, with the Digital Transformation Framework, the CSM consults with and directs customers to 1) understand their end game, 2) understand the keys to a successful journey, 3) envision end-to-end process optimization with BlackLine, 4) organize their journey based on the nine foundational process optimization strategies (The BlackLine Nine) and Governance, 5) assess their current state and develop a BluePrint for process optimization, and 6) optimize processes using the 7 steps to process optimization.

Job Responsibility:

Using the Success Plan, partner with Lead Account Managers to motivate customers and drive customers' success as they pursue digital transformation
Maintain and elevate BlackLine knowledge, as well as process optimization expertise
accounting and internal controls, financial analysis, invoice to cash, and/or intercompany operations experience
and other relevant domain knowledge
Partner with Lead Account Managers to engage with customer leadership and understand the customers' goals, objectives, and challenges
Deliver actionable thought leadership and expertise to customers regarding using BlackLine's solutions
Using professional judgment and expertise, offer opportunities where customers can provide their processes without written documentation
Review and analyze the processes and develop solutions
Work as a team with Lead Account Managers and other departments on account planning focused on ACV expansion, services revenue, user adoption, referenceability, and preventing churn and attrition
Work with customers to assess current state processes, challenge the current state, architect potential solutions, and partner to deliver process optimizations
Design original, innovative solutions for complex customer challenges where no standard solution currently exists
Shadow customers as they pursue digital transformation, providing consultative guidance resulting in value realization
Listen to customers to understand their needs and translate their pain points into actionable BlackLine solutions
Articulate value and benefits associated with optimized solutions
Ensure that customers are aware of all complimentary and billable services available
Document process optimization use cases in a way that allows for their use throughout BlackLine
Leverage prior and current experiences and expertise to develop and deliver thought leadership to customers through webinars and other multi-customer events
Exhibit authentic energy for BlackLine and the ability to motivate and engage our customers
Provide coaching, mentoring, and guidance to assist colleagues with more complex process optimizations
Other duties as assigned

Requirements:

Advanced knowledge of BlackLine solutions to optimize processes
Recognized process optimization skills and ability to architect multiple solutions with limited customer support/documentation
Demonstrated value communication skills
succinctly tie customer challenges to actionable solutions that deliver value
Demonstrated leadership skills
Adaptability to changing priorities and customer needs
Self-motivated, proactive team player with a natural curiosity and passion for learning
Prioritization and time management skills
CPA, CIA or other professional certifications

Nice to have:

Knowledge of Gainsight, Salesforce CRM, etc. preferred

What we offer:

A technology-based company with a sense of adventure and a vision for the future
A culture that is kind, open, and accepting
A culture where BlackLiner's continued growth and learning is empowered
BlackLine offers a wide variety of professional development seminars and inclusive affinity groups

Additional Information:

Job Posted:
January 15, 2026

Work Type:

Hybrid work

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