Senior Customer Success Manager - BPO

CallMiner • Waltham, MA

16d

About The Position

CallMiner is seeking an experienced Senior Customer Success Manager (Senior CSM) to join our BPO Customer Success team. In this critical role, you will manage a portfolio of medium-to-high value BPO accounts, driving adoption, value realization, and retention while preparing customers for strategic partnership expansion.
This role bridges a tactical, adoption-focused discipline with strategic leadership. You will execute success plans, deliver measurable ROI, and collaborate with senior account stakeholders all while growing into a trusted advisor role.
We’re looking for a fiercely competitive, high-energy individual who excels in customer success fundamentals, takes ownership through proactive problem-solving, and is eager to leverage AI and emerging technologies to drive efficiency while confidently navigating the complex, fast-moving dynamics of the BPO environment.
Does the possibility of using artificial intelligence to improve human connection excite you? We agree!
CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our industry-recognized platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.
CallMiner's core set of values – from maniacal customer focus and radical candor to team mentality and transparency – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.
Our strong commitment to a positive environment continually earns us recognition as a top workplace, including Boston Globe Top Place to Work.

Requirements

• 3+ years in Customer Success, Account Management, BDR, or client-facing SaaS roles.
• Speed and structure must coexist in this role. You’ll lead your accounts through a full schedule of value-driven conversations, pivot seamlessly as priorities change, and keep every detail organized and on track - delivering results with precision under pressure while never losing sight of the bigger picture.
• 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.

Nice To Haves

• Prior experience managing medium-to-high ACV portfolios in an automation environment.
• Exposure to structured onboarding, success planning, and GTM strategy execution with senior roles.
• Familiarity with automation-driven CX solutions and workflow optimization.

Responsibilities

• 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

• At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes 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, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed