Customer Success Director

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CallMiner

πŸ“Remote - United States

Summary

Join CallMiner's Customer Retention Team as a skilled Customer Success Director. Drive business value for key Business Process Outsourcing (BPO) partners by ensuring swift benefit realization and guiding them through the Conversation Intelligence & Automation maturity curve. Balance tactical and strategic customer needs to ensure robust Gross Renewal Rates (GRR) and Net Dollar Retention (Net$Ret). Drive adoption, retention, expansion, and long-term strategic partner growth by aligning technology with BPO business goals. Manage a portfolio of BPO partners, fostering strategic partnerships, and ensuring exceptional customer experiences. Collaborate with cross-functional teams to deliver seamless execution supporting BPO partner success.

Requirements

  • 4+ years in customer success, account management or client relations
  • Bachelor's degree in a business-related major or equivalent work experience
  • Experience developing and managing B2B customer relationships
  • Experience managing BPOs and/or channel partners
  • Experience with the development, execution, and overview of account plans
  • Ability to manage customer expectations and be assertive, persistent, and persuasive
  • Able to engage management decision makers and influencers at any level
  • Excellent communicator with strong written and verbal communication
  • Demonstrated ability to understand customer requirements and translate into a quantifiable solution
  • Strong financial acumen with experience supporting revenue generating or cost reduction initiatives
  • Ability to effectively prioritize workload and manage changes in priority and direction
  • Must be computer literate; have experience using Microsoft Office Suite and other customer centric software
  • Based out of our Waltham, MA office or remote
  • Potential travel up to 30%

Responsibilities

  • Manage a portfolio of BPO partners, align goals, foster strategic partnerships, and ensuring exceptional customer experiences
  • Build strong trusted advisor relationships with BPO leadership and internal CallMiner teams to enable collaboration and alignment across all levels
  • Represent CallMiner as the primary point of contact for BPO partners, ensuring a single, consistent voice for escalation and issue resolution
  • Lead structured onboarding and enablement programs for new and existing BPO partner implementations, including change management and rollout expert coaching tailored for the BPO environment
  • Co-create and implement scalable success frameworks through Center of Excellence for repeatable best practices that BPOs can deploy across their client portfolios and industry verticals
  • Support sales, marketing and our BPO partners to develop a Go To Market strategy that can drive additional revenue opportunities
  • Monitor platform adoption and usage across BPO client teams, proactively identifying and addressing risks and adoption gaps
  • Own retention & collaborate on growth opportunities for your BPO book of business, exceeding $8 million, by driving renewal alignment and business value discussions
  • Identify upsell and cross-sell opportunities within the BPO ecosystem; collaborate closely with sales and revenue teams to develop business cases and joint strategies
  • Partner with Succes Strategy to influence partner engagement models that optimize BPO success in onboarding and servicing their clients with CallMiner solutions
  • Define and track outcome-focused use cases that are aligned with the goals of the BPO clients and their customers
  • Use Gainsight and other platform tools to operationalize account health, align team efforts, and ensure transparent execution of success plans
  • Act as a thought partner, challenging and guiding BPOs to define, build, and measure strategic Conversation Intelligence use cases that drive quantifiable business impact
  • Influence the CallMiner product roadmap by collecting, consolidating, and advocating partner feedback and innovation ideas
  • Collaborate with marketing to capture and promote compelling BPO success stories via case studies, events, and industry webinars
  • Collaborate with cross-functional teams β€” sales, product, marketing, operations β€” to deliver seamless execution supporting BPO partner success
  • Proactively identify potential issues or conflicts and lead cross-team initiatives to quickly resolve escalations and maintain partner satisfaction
  • Champion operational best practices and continuous improvement methodologies that scale CallMiner’s impact within BPO customers

Preferred Qualifications

  • Bi-lingual speaker preferably Spanish language
  • Prior experience in Customer Success or Account Management in a SaaS environment
  • Prior experience with CallMiner platform

Benefits

  • Reimbursement programs for both fitness and tuition
  • Generous PTO including an annual volunteer day
  • Paid maternity
  • Parental leave
This job is filled or no longer available