Customer Success Manager

3 days ago


Waltham, Massachusetts, United States CallMiner Full time

We are seeking a skilled Customer Success Manager to join our team at CallMiner, the global leader in conversation intelligence. This role involves driving business value for our customers through expert coaching and strategic planning.

About the Role

This position requires a strong understanding of customer relationships and experience managing B2B customer interactions. As a Customer Success Manager, you will be responsible for ensuring speed to value and guiding customers through the Conversation Intelligence maturity curve.

Key Responsibilities:

  • Manage the customer experience from sales handoff through post-sales onboarding and adoption.
  • Retain and grow a book of business exceeding $2.0Mil.
  • Leverage your knowledge of customer business processes and KPIs to determine how conversation analytics can be used to improve them.
  • Collaborate with the customer program team to identify, plan, and execute strategic analytical objectives using standard change management processes.
  • Work with customer executive sponsors and program leads to ensure that each business initiative is aligned with a strong value story mapped to strategic objectives.
  • Establish and maintain knowledge of platform capabilities and their alignment with business value outcomes.
  • Identify issues and conflicts to diffuse and provide an escalation path for swift resolution of customer concerns.

Requirements:

  • 2+ years professional experience.
  • Bachelor's degree in a business-related major or equivalent work experience.
  • Experience developing and managing B2B customer relationships.
  • Strong ability to manage customer expectations and be assertive, persistent, and persuasive.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to understand customer requirements.
  • Ability to effectively prioritize workload and manage changes in priority and direction.

Preferred Qualifications:

  • 2+ years in conversation analytics and/or contact center technology solutions experience.
  • Previous Customer Success experience.
About CallMiner

We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. Our 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.

Compensation and Benefits:

We offer a competitive salary range of $90,000 - $120,000 per year, based on experience, plus a comprehensive benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental, and vision benefits, life and disability insurance, reimbursement programs for fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, commuter benefits, and more.



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