CallMiner is seeking an experienced Senior Customer Success Manager to manage a portfolio of medium-to-high value BPO accounts, driving adoption, value realization, and retention while preparing customers for strategic partnership expansion.
Requirements
- Own and manage a blended portfolio of domestic and global BPO accounts.
- Serve as primary operational contact while building relationships with operational and mid-tier leadership within partner organizations.
- Advocate for customer needs internally, ensuring tactical alignment with shared business objectives.
- Deliver structured onboarding programs customized for BPO deployment needs, ensuring speed-to-value.
- Execute tailored Success Plans incorporating adoption campaigns, operational playbooks, and early-stage maturity mapping.
- Identify and escalate opportunities for strategic expansion when accounts are ready for next-phase growth.
- Monitor customer usage and adoption metrics via Gainsight and other analytic tools.
- Identify gaps in adoption and proactively deploy interventions to improve engagement.
- Coach customer contacts in best practices for Conversation Intelligence and automation workflows, creating short-form videos or guides as needed.
- Reframe customer “wants” into “needs” aligned with CallMiner’s capabilities to unlock measurable long-term value.
- Partner with Renewals Manager to ensure successful renewals through risk mitigation, ROI demonstration, and consistent delivery of value.
- Identify upselling and cross-selling opportunities; collaborate with Success Management and Sales on account-specific business cases.
- Support creation of Centers of Excellence within BPO accounts to scale best practices across multiple lines of business.
- Work closely with Customer Success, Project Management, Success Strategy, Sales, Product, and Marketing teams to deliver high-impact customer programs.
- Provide detailed account intelligence, persona insights, and operational blockers to cross-functional teams.
- Contribute to process improvement initiatives that enhance the customer success motion for BPO clients.
Benefits
- Quality medical, dental and vision benefits
- Life and disability insurance
- Reimbursement programs for both fitness and tuition
- 401k matching
- Generous PTO including an annual volunteer day
- Paid maternity and parental leave
