Principal Customer Success Manager
SalaryNo pay range posted
LocationLos Angeles; Pleasanton
Work modehybrid
Typefull-time
SeniorityLead
Company size1,001–5,000 people
PostedOct 8, 2026 · 4d ago
Verified live16h ago
At a glanceSummarised by Seekless from the posting.
BlackLine product expertise
Process optimization expertise
Accounting and internal controls experience
Financial analysis experience
Intercompany operations experience
Provide leading practice optimization strategies
Deliver original, innovative solutions for complex customer challenges
Consulting services and process redesign
Solution architecture specific to customer challenges
Confident in the unknown; assist customers in understanding their own processes
Make Your Mark:
The Customer Adoption Expert (ACE) plays a crucial role in ensuring our customers are successfully and effectively utilizing our products to achieve their business goals.
The primary focus is to support Customer Success Manager with their customer portfolio by increasing adoption and expansion of BlackLine, preventing attrition and churn, and continually enriching the customer experience.
ACE leverages their BlackLine expertise; their process optimization expertise; their accounting and internal controls, financial analysis, and/or intercompany operations experience; as well as their professional judgment, to provide leading practice optimization strategies, insights, and deliverables. These deliverables include original, innovative solutions for complex customer challenges, consulting services, process redesign and transformation, solution architecture specific to the customers’ challenges, one to many thought leadership, executive touch points and strategy sessions, and recommendations to accelerate customer’s digital transformation journey. Most importantly, ACE must be confident in the unknown as many customers require assistance in understanding their own processes before considering optimization with BlackLine. All facets of the ACE role are designed to drive customer adoption and a successful digital transformation journey.
You’ll Get To:
Customer Strategy & Adoption
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Partner with Customer Success Managers and Account Managers on adoption strategies that can also lead to ACV expansion and customer reference ability while mitigating churn.
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Motivate customers to pursue digital transformation by articulating the value and benefits of optimized solutions.
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Listen to customers to understand their needs and translate business challenges into actionable BlackLine solutions.
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Ensure customers are aware of all complimentary and billable services available to support their journey.
Solution Design & Delivery
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Deliver product expertise and optimization solutions to customers through strategic use cases and video adoption campaigns.
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Analyze and document customer processes, even when undefined, to develop tailored optimization solutions based on leading practices.
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Design original, innovative solutions for complex customer challenges where no standard solution currently exists.
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Provide consultative guidance as customers pursue digital transformation, ensuring they realize the full value of the platform.
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Enablement & Expertise
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Maintain and elevate expert-level knowledge of BlackLine products, process optimization, accounting, internal controls, and other relevant domains.
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Develop and deliver thought leadership to customers through how-to videos, webinars, and other one-to-many events.
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Document process optimization use cases for internal use and knowledge sharing across BlackLine.
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Provide coaching, mentoring, and guidance to colleagues on complex process optimizations.Perform other duties as assigned.
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Perform other duties as assigned.