The Manager, Customer Success directly defines, manages and delivers on a Customer Success program strategy specifically associated with a BlackLine onboarded customer segment(s). This program strategy should encompass 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. This role includes the hiring, supervision, management and training of any program allocated Customer Success Managers in becoming experts in the Company’s platform and products and in using their domain expertise to provide best practice deliverables. The Manager of Customer Success proposes recommendations and designs innovative solutions to help optimize customers’ adoption and expansion of BlackLine automation capabilities, prevent attrition and churn, and continually enrich the customer experience. The Manager of Customer Success leverages their BlackLine expertise, their accounting, internal controls, and process improvement expertise, as well as their professional judgment to provide leading practices, insights, and deliverables. These deliverables may include one to many thought leadership, Executive touch points and strategy sessions, and recommendations to accelerate customers’ accounting innovation journey. The Manager, Customer Success will employ effective and repeatable world-class processes and prescriptive touchpoints, including campaigns, coaching, demonstrations, success plans and reviews to nurture extraordinary customer engagement and excitement throughout their BlackLine journey. All facets of the Manager of Customer Success role are designed to drive customers to BlackLine nirvana.