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-lingual speaker preferably Spanish language.
• Prior experience in Customer Success or Account Management in a SaaS environment.
• Prior experience with CallMiner platform.

Benefits

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth, and transformational change. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel, and hospitality, and more.

CallMiner's core set of values – from teamwork and ownership to success and joy – 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 workplace has earned us the recognition of a 2024 Top Place to Work by the Boston Globe.

Benefits + Perks

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 reimbursement programs for both fitness and tuition, generous PTO including an annual volunteer day, paid maternity, parental leave and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.