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Customer Success Director (BPO) at CallMiner. 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.. . 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.. . Company Location: United States.