Senior Customer Success Manager - DSOM - Public Sector

Basic Information

Country:

United States

State:

NA

Date Published:

03-Apr-2025

Job ID:

44391

Travel:

up to 25%

Additional Locations:

Detroit - Michigan, Houston - Texas, San Francisco - California, New York - New York, Washington - DC This role can be based remotely in United States  Looking for more details about our benefits? You can also learn all about them by clicking HERE

Description and Requirements

CareerArc Code

CA-ML Remote: #LI-Remote

"At BMC trust is not just a word - it's a way of life!" 

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!  

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy! 

This role will have responsibility for leading the customer success motion across a set of strategic accounts. This individual will have the ability to orchestrate all customer resources to proactively address any customer satisfaction, adoption, product/technology, professional services or renewal issues within their region, resulting in clear accountability, consistent service and one face to the customer.

Responsibilities:

Lead the customer success motion for strategic accounts across a regional book of business:

• Prioritize the BMC customer experience with a focus on satisfaction and retention

• Ensure customer success and impact through adoption of Autonomous Digital Enterprise (ADE) solutions that accelerate business value for our customers

• Focus on customer relationships within each account - deliver business impact and innovation to a customer’s business by understanding our customers’ key business objectives, values, and challenges

• Create customer advocates through deep listening and discovery, and identifying contacts to partner with BMC to share the ADE narrative

• Collect product, solution, and experience feedback from our customers to share with our product organization and influence our enhancements and long-term roadmap priorities

• Lead the customer through the customer success framework including onboarding, lifecycle engagement, adoption maturity, acceleration plays

• Support the customer with a strong communication strategy, quarterly business reviews, activity reports and strategic tooling, in partnership with the BMC ecosystem

As practitioner, deliver strong impact to:

• Work diligently to build relationships of trust within your account at all levels

• Align