CallMiner

Customer Success Manager

• Manage ACV portfolio up to $10M
• Engage strategic accounts with expanding platform coverage and integrations
• Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI
• Engage technical, operational, and executive stakeholders through targeted communication and strategic calls
• Maintain program-level relationships with customer executives
• Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies
• Manage renewals and expansion planning for assigned accounts
• Mentor Customer Success Managers to elevate strategic delivery quality
• Monitor account health and success metrics in Gainsight

Customer Success Director

• 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.
• 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.
• 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.

Customer Success Director

Senior Customer Success Manager – BPO