CallMiner

Senior Customer Success Manager – BPO

CallMiner

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Job Level

Senior

About the role

  • 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.

Requirements

  • 3+ years in Customer Success, Account Management, BDR, or client-facing SaaS roles.
  • Gainsight, CRM (Salesforce preferred), and data-driven portfolio management experience.
  • Strong tactical problem-solving and relationship-building skills across operational and leadership tiers.
  • Experience running adoption campaigns and creating/executing playbooks.
  • Comfortable working with AI-powered tools, automation workflows, and Conversation Intelligence platforms.
  • Excellent communication skills; able to engage operational and strategic contacts effectively.
  • Ability to create and deliver tailored coaching materials (e.g., presentations, videos, guides).
  • Analytical mindset; uses data and KPIs to inform decision-making.
Benefits
  • **About CallMiner**Does the possibility of using artificial intelligence to improve human connection excite you? We agree!
  • Health insurance
  • 401k matching
  • Paid time off
  • Remote work options
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementBDRSaaSadoption campaignsoperational playbooksdata-driven portfolio managementanalytical mindsetConversation Intelligenceautomation workflows
Soft Skills
tactical problem-solvingrelationship-buildingcommunication skillscoachingengagementcollaboration