Senior Director, Customer Adoption Marketing

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 entering a pivotal phase of growth-defined by accelerated innovation, a platform-first strategy, and a renewed focus on delivering differentiated, AI-powered value to the Office of the CFO. As part of this evolution, we are expanding our traditional Customer Advocacy function into a strategic Customer Adoption Marketing Program-one that directly drives customer value realization, adoption, expansion, and long-term advocacy across the lifecycle.
The Sr. Director of Customer Adoption Marketing is a senior, highly visible leader responsible for owning and orchestrating this transformation. This role elevates customer advocacy from a reactive, request-driven function into a business-critical GTM engine that fuels adoption, credibility, pipeline acceleration, renewal confidence, and expansion.
This leader will serve as the connective tissue between Product Marketing, Customer Success, Lifecycle Marketing, Sales, and Product, ensuring that customer proof, voice, education, and adoption programs are tightly aligned to BlackLine's platform strategy, innovation roadmap, and growth priorities.
This role is not about "case studies alone." It is about operationalizing customer business outcomes as a strategic growth lever-and positioning Customer Adoption Marketing as a core pillar of BlackLine's product-led growth model.
You'll Get To:
Customer Adoption Strategy & Program Ownership

• Define and lead BlackLine's global Customer Adoption Marketing strategy, spanning onboarding, adoption, value realization, expansion, and advocacy.

• Establish Customer Adoption Marketing as a strategic GTM function, aligned to corporate priorities, platform strategy, and product roadmaps.

• Own vision, operating model, success metrics, and roadmap for all customer adoption programs through deep alignment with Customer Success, Lifecycle and Marketing teams where applicable.

Lifecycle & Expansion Partnership

• Partner deeply with Customer Success, Lifecycle Marketing, and RevOps to design and execute customer adoption, education, and expansion programs.

• Translate product value and roadmap evolution into adoption-driven campaigns and customer motions.

• Support renewal and expansion goals by reinforcing realized value and future-state opportunity.

Community, User Group & Executive Program Leadership
Assist with evolution of Blackline community ecosystem of BlackLine's customer community ecosystem, including, BlackLine User Groups, customer councils and advisory boards, executive peer forums and leadership programs

• Partner with Customer Success, Field Marketing, Events, and Product to ensure community programs:

• Reinforce adoption and education

• Surface customer insights that inform roadmap and GTM strategy

• Strengthen peer-to-peer advocacy and executive relationships

• Ensure community programs are outcome-driven, with clear alignment to adoption, retention, expansion, and customer satisfaction goals.

Customer Advocacy, Proof & Market Validation

• Lead global customer storytelling and advocacy programs, including:

• Customer case studies and success stories

• Customer references and executive advocacy

• Peer review platforms (G2, Gartner Peer Insights, TrustRadius, etc.)

• Elevate customer proof from "marketing assets" to strategic GTM signals used across Sales, Product, Analysts, and Executives.

• Ensure consistent, credible, and differentiated customer narratives aligned to BlackLine's platform and AI vision.

Analyst, Review & Trust Programs

• Own strategy and execution for customer-driven analyst and peer validation programs.

• Partner with Product Marketing and Analyst Relations to ensure customer voice reinforces BlackLine's differentiated market narrative.

• Use reviews and sentiment data as feedback loops for GTM, Product, and Customer Success.

Cross-Functional Orchestration

• Act as a senior orchestrator across Product Marketing, Commercialization, Product, Sales, Customer Success, Enablement, and Marketing.

• Ensure adoption insights inform:

• Product roadmap prioritization

• GTM messaging and plays

• Enablement and sales confidence

• Eliminate siloed customer programs in favor of integrated, outcome-driven execution.

Leadership & Team Development

• Lead, mentor, and scale a high-performing Customer Adoption Marketing team.

• Shift team mindset from executional task delivery to strategic ownership and business impact.

• Define clear goals, success metrics, and career development paths aligned to enterprise impact.

What You'll Bring:

• 12+ years of experience in Customer Marketing, Product Marketing, Lifecycle Marketing, or GTM leadership within enterprise SaaS.

• 5+ years in senior leadership roles, building and scaling customer-facing marketing or adoption functions.

• Proven experience designing and operating customer adoption, advocacy, and expansion programs at scale.

• Strong understanding of enterprise customer lifecycles, renewal dynamics, and value realization.

• Demonstrated ability to partner cross-functionally with Product, Sales, Customer Success, Enablement, and Executive Leadership.

• Track record of elevating a function from reactive service delivery to strategic business ownership.

• Exceptional storytelling, executive communication, and stakeholder influence skills.

• Data-driven mindset with experience tying customer programs to business outcomes (adoption, retention, expansion, win rates).

We're Even More Excited If You Have:

• Experience in enterprise finance, ERP, EPM, analytics, or vertical SaaS environments.

• Familiarity with analyst relations, peer review platforms, and customer sentiment programs.

• Experience supporting platform-based, multi-product portfolios.

• Background in high-growth SaaS organizations (Series C through public company).

• Experience partnering with AI-driven or data-centric product organizations.

• Comfort operating in highly matrixed, global organizations.

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.
Salary Range:
USD $260,000.00/Yr. - USD $325,000.00/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.
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.