Director of Customer Success Operations - HYBRID

$163,050 - $271,750/Yr

Bmc Solutions - Houston, TX

Full-time - Senior

Houston, TX

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Director of Customer Success Operations at BMC is a pivotal role responsible for enhancing the effectiveness of Customer Success and Customer Success Operations. This position involves driving strategic initiatives, managing customer segmentation, and leading technology and systems strategy to improve customer engagement and operational efficiency. The role requires collaboration with cross-functional teams and focuses on innovation and continuous improvement within the organization.

Responsibilities

• Drive and participate in strategic initiatives that positively impact the organization.
• Program management and leadership of key priority initiatives.
• Identify process automation and improvement opportunities and collaborate with cross-functional teams.
• Manage customer segmentation, CSM assignments, and capacity planning for optimal customer experience.
• Implement and manage software/applications that facilitate CS & CS Ops activities.
• Lead Technology and Systems Strategy for CSM, acting as Product Owner for the Gainsight ecosystem.
• Develop insights into customer data health to detect at-risk renewals and identify upsell opportunities.
• Measure and report on program performance and business impact, developing metrics and KPIs.
• Manage CSM compensation strategy and execution of the program.
• Oversee global teams, focusing on people leadership and talent development.

Requirements

• Bachelor's Degree in Business Administration or Technology related discipline.
• 5+ years of experience in Customer Experience, Customer Success, Revenue Operations, or CS Operations within a B2B SaaS company.
• 3+ years of management experience leading global teams.
• Expertise in identifying trends through data analysis and turning insights into actionable outcomes.
• Excellent communication skills with the ability to articulate strategies and plans at all levels.
• Experience with customer engagement tools like Gainsight and Salesforce.
• Progressive customer success experience leading relevant teams.
• Experience with digital engagement approaches and methods.
• Demonstrated success with cross-functional coordination, planning, execution tracking, and decision making.
• Previous experience as a Gainsight Administrator or technical proficiency leading Gainsight systems strategy.

Nice-to-haves

• Gainsight Administration Certification (preferred)

Benefits

• Competitive salary range of $163,050 - $271,750 based on experience and qualifications.
• Opportunities for professional development and continuous enablement.
• A diverse and inclusive work environment that values authenticity and individual contributions.