Customer Success Director, CallMiner
Conversation analytics for business
Be an early applicant
Conversation analytics for business
201-500 employees
Be an early applicant
201-500 employees
Company mission
To deliver the intelligence needed for businesses to drive better experiences and business decisions.
Role
Who you are
- This position is ideal for professionals with established customer success skills who demonstrate professional curiosity; a continuous drive to deepen industry expertise, understand complex customer needs, anticipate emerging trends, and the confidence to challenge assumptions (a challenger mentality) to optimize strategy, execution, and measurable results
- 5+ years in customer success, account management or client relations
- Strategic account management expertise
- Deep CX automation & integration experience
- Persona-based engagement across multiple stakeholder levels
- ROI storytelling ability
- Renewal strategy leadership
- Cross-functional project management
- Business analysis & planning
- Negotiation & Influence skills
- Demonstrated ability to use AI powered applications (e.g., ChatGPT, Bard, MS Copilot, or similar) to support daily work tasks
- Skilled in crafting effective prompts to obtain relevant, accurate, and useful outputs
- Able to interpret and adapt AI generated content to meet project or client needs, applying judgment and domain knowledge
- Understands the limitations, ethical considerations, and appropriate use cases for AI tools in a professional context
- Professional community engagement skills
- Short-form video and expert coaching production
- Ability to challenge assumptions in customer strategy to ensure focus on value driven ROI
- Identify risks early; embed mitigations into strategic plans
Desirable
- Industry specialization in one or more of the following areas (Healthcare, FinServ, Utilities, Consumer Goods & Services, Retail, B2B Services, or Telco)
- Experience leading multi-platform integrations
- Bilingual speaker (Spanish preferred)
- Prior leadership experience in Customer Success within a SaaS environment
- Experience in AI/ML-enabled products and customer journey optimization
What the job involves
- CallMiner has evolved from a leader in conversation intelligence to a provider of the world’s most comprehensive AI-powered Customer Experience (CX) automation platform
- We are seeking a Customer Success Director to join our success team and lead the strategy, execution, and measurable value realization for a portfolio of our customers
- As a Customer Success Director you manage a portfolio of mid-size to large strategic accounts within assigned industries or verticals
- You will deliver measurable customer outcomes by creating and executing Strategic Success Plans that drive ROI, expand multi-platform adoption, and support operational excellence
- As the primary partner for program leads and executive sponsors, you will ensure that their business priorities are closely aligned with our solutions and services
- You will work closely with Customer Success Managers and collaborate across the organization with Sales Executives, Account Managers, and other cross-functional teams to ensure customer success activities directly support revenue, growth, and retention goals
- Manage ACV portfolio up to $10M
- Engage strategic accounts with expanding platform coverage and integrations
- Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI
- Engage technical, operational, and executive stakeholders through targeted communication and strategic calls
- Maintain program-level relationships with customer executives
- Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies
- Manage renewals and expansion planning for assigned accounts
- Mentor Customer Success Managers to elevate strategic delivery quality
- Travel up to 30% for customer on-site needs
- Monitor account health and success metrics in Gainsight
Our take
To drive business results, these days it is necessary to gather insights from every available channel to help gain visibility in deal progression, design comprehensive training programs, and hence deliver more effective sales conversations. CallMiner supplies a customer conversation analytics platform that aims to do just this, enabling staff to improve their performance and deliver heightened customer experiences.
The platform automates the ability to listen to every customer interaction, and provides analysis to find where improvements and optimizations to these interactions might be made. CallMiner has worked with conversation intelligence since beginning operations in 2002, and continually updates its offering, for example with workforce intelligence capabilities.
CallMiner appears to be focusing on global expansion, as well as exploring new market segments such as fraud and robotic process automations. It was named a technology leader in the Quadrant Knowledge Solutions’ SPARK Matrix: Speech Analytics in 2023, and has partnered with Microsoft to enhance its AI capabilities to help meet the ever-evolving needs of its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Jun 2022
$20m
LATE VC
Dec 2019
$75m
LATE VC
Total funding: $175.6m
Company benefits
- Company sponsored events and outings
- Fun work atmosphere, casual dress code
- Community involvement and volunteering
- Free coffee, snacks, and more when you're in the office
Company HQ
West End, Waltham, MA
Leadership
Jeff Gallino
(CEO)Jeff started their career with 7 years in the US Air Force, before working as a Project Manager at Born and Hitachi Practice Leader. They founded CallMiner in 2002.
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