Director, Customer Success

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine 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 BlackLine 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 BlackLine!
Make Your Mark:
BlackLine 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 BlackLine.
You'll Get To:
Responsibility Area
Your Mandate
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
Cultivate deep, trusted-advisor relationships with C-level executives and key decision-makers, understanding their strategic priorities and aligning BlackLine 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 BlackLine 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.
What You'll Bring:
Qualification
What We're Looking For
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 outcomes for both the customer and the company.
Educational Background
A Bachelor's degree is required; an MBA or equivalent advanced degree is highly preferred.
Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.
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Salary Range:
USD $175,000.00/Yr. - USD $219,000.00/Yr.
Pay Transparency Statement:
Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location.
In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.
We are committed to pay transparency and ensuring candidates have clear information about compensation expectations. For roles that include variable incentive components such as an Incentive Compensation Plan (ICP) or On-Target Earnings (OTE), the compensation structure may follow a split model - for example, a 50/50, 70/30, or 60/40 ratio between base salary and variable incentive.
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.
Accommodations:
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.