Customer Adoption Analyst

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:
The Customer Adoption Analyst, Mexico at BlackLine is a key driver of supporting customer success and product adoption. This role is responsible for analyzing customer usage data, creating comprehensive use-case documentation, and maintaining a rich content library for the Customer Success team. You will be at the forefront of understanding how our customers use BlackLine's solutions, identifying patterns, and collaborating with internal teams to maximize client value and ensure their long-term success. This position reports to the Customer Success Manager Lead and is pivotal in shaping our customer adoption strategies.
You'll Get To:
Analyze Customer Adoption Metrics:

• Monitor and analyze customer usage data to identify trends, patterns, and opportunities for increased adoption.
• Develop and maintain dashboards and reports to track key adoption metrics and provide insights to the Customer Success team.
• Identify at-risk customers based on usage patterns and work with the Customer Success Managers (CSMs) to develop proactive engagement strategies.

Content Development and Management:

• Create, update, and maintain a comprehensive library of use-case documentation, best practices guides, and training materials.
• Collaborate with product and marketing teams to ensure all content is up-to-date, accurate, and aligned with BlackLine's brand and messaging.
• Organize and manage the content library to ensure easy access for the Customer Success team and other internal stakeholders.

Use-Case and Process Documentation:

• Work closely with customers and CSMs to document end-to-end business processes and how BlackLine's solutions are used to address specific challenges.
• Develop clear and concise use-case documentation that can be leveraged across the Customer Success team to drive adoption and demonstrate value.
• Create and maintain a repository of customer success stories and testimonials.

Collaboration and Support:

• Collaborate with CSMs to develop and execute adoption campaigns and initiatives.
• Provide training and support to the Customer Success team on how to effectively use the content library and adoption metrics.
• Work with the product team to provide feedback on product usage and identify opportunities for product enhancements.

What You'll Bring:

• Bachelor's degree in Business, Marketing, or a related field.
• 2-3 years of experience in a customer success, business analyst, or related role, preferably in a SaaS environment.
• Proficient in Microsoft Excel and PowerPoint
• Strong analytical skills with the ability to collect, analyze, and interpret complex data.
• Excellent written and verbal communication skills, with a talent for creating clear and engaging content.
• Experience with data visualization tools (e.g., Tableau, Power BI) and CRM software (e.g., Salesforce).
• Proven ability to manage multiple projects and priorities in a fast-paced environment.

We're Even More Excited If You Have:

• Experience with BlackLine products is a strong plus.
• Familiarity with customer success platforms (e.g., Gainsight, Highspot, AgentSpace, Tableau)
• Experience with content management systems.
• A passion for customer success and a drive to help customers achieve their goals.

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.
#LI-NS1