Customer Success Director (BPO)

CallMiner seeks a skilled Customer Success Director to join our Customer Retention Team. In this role, the Customer Success Director drives business value for our key business Process Outsourcing (BPO) partners by ensuring a swift realization of benefits and expertly guiding them through the Conversation Intelligence & Automation maturity curve while optimizing a Center of Excellence. They balance and prioritize both tactical and strategic customer needs to ensure robust Gross Renewal Rates (GRR) and Net Dollar Retention (Net$Ret) forecasts and results. Their primary goal is to drive adoption, retention, expansion, and long-term strategic partner growth by aligning our technology to BPO business goals and operational workflows.

Primary Responsibilities

• Manage a portfolio of BPO partners, align goals, foster strategic partnerships, and ensuring exceptional customer experiences.
• Build strong trusted advisor relationships with BPO leadership and internal CallMiner teams to enable collaboration and alignment across all levels.
• Represent CallMiner as the primary point of contact for BPO partners, ensuring a single, consistent voice for escalation and issue resolution.
• Lead structured onboarding and enablement programs for new and existing BPO partner implementations, including change management and rollout expert coaching tailored for the BPO environment.
• Co-create and implement scalable success frameworks through Center of Excellence for repeatable best practices that BPOs can deploy across their client portfolios and industry verticals.
• Support sales, marketing and our BPO partners to develop a Go To Market strategy that can drive additional revenue opportunities.
• Monitor platform adoption and usage across BPO client teams, proactively identifying and addressing risks and adoption gaps.
• Own retention & collaborate on growth opportunities for your BPO book of business, exceeding $8 million, by driving renewal alignment and business value discussions.
• Identify upsell and cross-sell opportunities within the BPO ecosystem; collaborate closely with sales and revenue teams to develop business cases and joint strategies.
• Partner with Succes Strategy to influence partner engagement models that optimize BPO success in onboarding and servicing their clients with CallMiner solutions.
• Define and track outcome-focused use cases that are aligned with the goals of the BPO clients and their customers.
• Use Gainsight and other platform tools to operationalize account health, align team efforts, and ensure transparent execution of success plans.
• Act as a thought partner, challenging and guiding BPOs to define, build, and measure strategic Conversation Intelligence use cases that drive quantifiable business impact.
• Influence the CallMiner product roadmap by collecting, consolidating, and advocating partner feedback and innovation ideas.
• Collaborate with marketing to capture and promote compelling BPO success stories via case studies, events, and industry webinars.
• Collaborate with cross-functional teams — sales, product, marketing, operations — to deliver seamless execution supporting BPO partner success.
• Proactively identify potential issues or conflicts and lead cross-team initiatives to quickly resolve escalations and maintain partner satisfaction.
• Champion operational best practices and continuous improvement methodologies that scale CallMiner’s impact within BPO customers.

Requirements

Required Skills & Qualifications

• 4+ years in customer success, account management or client relations.
• Bachelor's degree in a business-related major or equivalent work experience.
• Experience developing and managing B2B customer relationships.
• Experience managing BPOs and/or channel partners.
• Experience with the development, execution, and overview of account plans.
• Ability to manage customer expectations and be assertive, persistent, and persuasive.
• Able to engage management decision makers and influencers at any level.
• Excellent communicator with strong written and verbal communication.
• Demonstrated ability to understand customer requirements and translate into a quantifiable solution.
• Strong financial acumen with experience supporting revenue generating or cost reduction initiatives.
• Ability to effectively prioritize workload and manage changes in priority and direction.
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software.
• Based out of our Waltham, MA office or remote.
• Potential travel up to 30%.

Preferred Skills

• Bi-lin