Senior Customer Success Manager - BPO

We're seeking an experienced Senior Customer Success Manager to join our BPO Customer Success team. The role will involve managing a portfolio of medium-to-high value BPO accounts, driving adoption, value realization, and retention while preparing customers for strategic partnership expansion.

Requirements

• 3+ years in Customer Success, Account Management, BDR, or client-facing SaaS roles
• Gainsight, CRM (Salesforce preferred), and data-driven portfolio management experience
• Strong tactical problem-solving and relationship-building skills across operational and leadership tiers
• Experience running adoption campaigns and creating/executing playbooks
• Comfortable working with AI-powered tools, automation workflows, and Conversation Intelligence platforms
• Excellent communication skills; able to engage operational and strategic contacts effectively
• Ability to create and deliver tailored coaching materials (e.g., presentations, videos, guides)
• Analytical mindset; uses data and KPIs to inform decision-making

Benefits

• Quality medical, dental and vision benefits
• Life and disability insurance
• Reimbursement programs for both fitness and tuition
• 401k matching
• Generous PTO including an annual volunteer day
• Paid maternity and parental leave
• More