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.