BASIC INFORMATION

Country:
United States
State:
NA
Date Published:
07-Mar-2025
Job ID:
43983
Travel:
up to 25%
Additional Locations:
Detroit - Michigan, Houston - Texas, San Francisco - California, New York - New York, Washington - DC

DESCRIPTION AND REQUIREMENTS

CareerArc Code
CA-JG

LI-JG1

Remote: #LI-Remote

"AT BMC TRUST IS NOT JUST A WORD - IT’S A WAY OF LIFE!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!
We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation!
Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC’s strategy!
The BMC Success Management team are seeking a motivated and creative Senior Manager of Customer Success Management to design and lead a new digital customer success practice. This role will focus on leveraging digital marketing strategies to enhance customer engagement, drive product adoption, and foster long-term customer loyalty. The ideal candidate will possess a strong understanding of enterprise IT software, excellent communication skills, and a passion for delivering exceptional customer experiences. This role will be an active member of the centralized customer success programs leadership team and will manage a team of digitally-focused customer success managers who will create and run customer adoption campaigns, manage reactive customer engagement, and drive programs that positively impact Net Revenue Retention (NRR).

TO ENSURE YOU’RE SET UP FOR SUCCESS, YOU WILL BRING THE FOLLOWING SKILLSET & EXPERIENCE:

• 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
  

  LI-Remote

THIS ROLE CAN BE BASED REMOTELY IN UNITED STATES

Looking for more details about our benefits? You can also learn all about them by clicking HERE

HERE IS HOW, THROUGH THIS EXCITING ROLE, YOU WILL CONTRIBUTE TO BMC’S AND YOUR OWN SUCCESS:

• Design and implement a comprehensive digital CSM practice that aligns with BMC’s strategic goals, including:
  o Developing and executing digital marketing campaigns to drive customer engagement and product adoption.
  o Creating and managing customer-focused content, including email newsletters, blog posts, webinars, and video tutorials.

o Utilizing BMC’s digital platforms to engage with customers, build community, and provide valuable resources.

• 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