BMC Senior Manager Customer Success 

United States, Ohio 

94333617

• Design and implement a comprehensive digital CSM practice that aligns with BMC’s strategic goals, including:

• Lead and manage a team of customer success managers focused on delivering high-quality digital engagement

• Develop and execute customer adoption campaigns contributing to measurable NRR improvement

• Monitor and analyze customer engagement metrics to assess the effectiveness of campaigns and make data-driven decisions

• Collaborate with cross-functional teams, including marketing, sales, and product, to ensure a seamless customer experience

• Coordinate closely with CS leadership, ensuring digital CSM practice is aligned and amplifying efforts of invested and for-fee CSM services

• Stay up-to-date with industry trends and best practices in customer success management and digital engagement

• Lead key workstreams within cross-functional projects to implement digital service strategies to optimize unified service delivery, enhance client engagement, improve operational efficiency, and drive revenue growth

• Align digital CSM activities within the BMC OneCS Unified Service Delivery Model to deliver customer success services effectively and efficiently

• Leverage relationship building skills to drive collaboration with cross-functional teams, including marketing, sales, customer success, and product development, to ensure seamless integration of digital services into overall business strategies

• Track key performance indicators (KPIs) to measure the effectiveness of digital service initiatives, analyzing data to identify areas for improvement and optimization

• Develop workstream charters, timeline and stakeholder maps for critical workstreams, demonstrating a self-starter attitude to align activity to KPIs

• Prepare regular reports and presentations for senior management, providing insights into digital service performance and future opportunities

• Business stakeholders who provide critical insight into the future definition of go-to-market content

• Project stakeholders who support the delivery of business-critical projects, driving enhancements to customer experience and internal efficiency

• Senior stakeholders who sponsor critical projects and hold a keen interest in Success Management outcomes, demonstrating credibility and subject matter expertise

• Customers for ad-hoc engagements through bringing an elevated, strategic perspective that accelerates customer value

• Product management through high-value bi-directional relationships ensures that go-to-customer content and approach align with future product direction, offering strong customer insights and trends to drive the product roadmap

• Marketing through an aligned approach to go-to-market methods and narrative

• 8 - 10 years in strategic marketing, communications, and/or customer success-related roles of progressing seniority, ideally with a focus on enterprise software, enterprise technology, and/or consulting

• 5+ years of program management experience leading complex projects and interfacing with customers.

• Strong leadership and interpersonal skills, with the ability to inspire and motivate a team in a fast-paced, dynamic environment

• Strong project management skills and the ability to manage multiple initiatives simultaneously

• Deep understanding of digital technologies and platforms, with experience in customer success, digital services, and customer experience – especially experience with CRM systems and customer success tools

• Passion for customer marketing and communications and a commitment to delivering exceptional customer experiences

• Excellent communication and presentation abilities, with the capacity to articulate complex concepts to diverse audiences

• Strategic thinker with a results-oriented mindset and a passion for innovation

• Proficiency in digital analytics tools and platforms, with proven ability to analyze data and make informed decisions

• Experience working in and successfully navigating complex, matrixed organizations

• Knowledge of enterprise SaaS operating principles, best practices, and procedures

• Proven track record of success in developing and implementing digital service strategies that drive business results

• Outstanding written, verbal, and listening communication skills.

• A BA/BS degree in business, science, engineering, or a similar discipline is preferred; an MBA, MA, or other graduate degree is a plus

• Willingness to travel 10-20% of the time