Senior Customer Success Manager - BPO

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.

Primary Responsibilities

Portfolio Management & Customer Advocacy

• 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.

Success Planning & Execution

• 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.

Adoption, Usage, and Value Delivery

• 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.

Growth & Retention Enablement

• 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.

Cross-Functional Collaboration

• 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.

Requirements

Required Skills & Qualifications

• 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.

Preferred Skills

• Prior experience managing medium-to-high ACV portfolios in an automation environment.

• Exposure to structured onboarding,