Customer Success Manager

Job Description

CallMiner seeks a skilled Customer Success Manager to join our Customer Retention Team. In this role, the Customer Success Manager drives business value for our customers by ensuring a swift realization of benefits and expertly guiding them through the Conversation Intelligence maturity curve. 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 help customers execute initiatives effectively and deliver value aligned with their business objectives.

Primary Responsibilities

• Manage the customer experience from sales transition through post-sales onboarding and adoption for assigned customers.
• Retain and manage a book of business exceeding $+/-8 million in ACV.
• Collaborate with the Revenue Team to ensure an effective retention and growth organization strategy including organizing engagement across the C-Suite, Sponsor, Program Lead, and influential individual contributors.
• Understand each customer’s business processes and KPIs to determine how Conversation Intelligence can enhance their operations.
• Consult & collaborate with customer teams to deliver expert coaching to implement change to realize value.
• Establish and maintain knowledge of platform capabilities and be able to match feature functionalities to specific business use cases.
• Leverage Gainsight Success Plans to understand the assigned customer portfolio and collaborate across program and operational levels to track and complete use cases, ensuring team alignment and execution to drive customer value.
• Foster a culture of accountability among customers in executing success plans, encouraging transparency and collaboration.
• Provide thought leadership to customers and challenge perceptions when appropriate to guide them in defining, building, and measuring Conversation Intelligence use cases.
• Effectively engage the customer executive sponsor and CallMiner’s internal teams to cultivate alignment and strengthen partnerships.
• Anticipate and identify issues and conflicts; in escalated situations, quarterback efforts across teams to ensure swift resolution.
• Build strong relationships with customers and empower them to share their success stories internally and externally.
• Collaborate with marketing to create compelling case studies showcasing customer success stories.
• Drive account retention by collaborating with internal and external stakeholders to deliver renewal proposals aligned with customer business goals.
• Collaborate with Revenue team members to identify & qualify new business opportunities through account & success planning.

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 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.

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.