Customer Success Manager - LATAM

Basic Information




Sao Paulo



Date Published


Job ID


Travel Amount

up to 25%

Description and Requirements

The Customer Success Manager (CSM) The CSM is responsible for helping our customers receive a better experience and realize a stronger sense of value from BMC solutions and services. In addition the CSM will need to navigate and influence inside the customers organization and BMC, at senior levels. The CSM is a highly visible role that reports either to a Director or directly to a Vice President within the Chief Customer Office.


Customer Facing:
  • Responsible for the successful BMC Advantage deliverables
  • Owns the customer post sales experience; across the BMC ecosystem, demonstrating an understanding of BMC solutions, services and their value proposition to the customer
  • Strives to attain a position of trusted advisor to the customer, to ensure achievement of specific business goals that are dependent on or influenced by the BMC solutions they have invested in and have implemented
  • Identifies gaps in the customer’s knowledge and utilization of BMC solutions to achieve their stated business goals; develops approach to close gaps and rolls into Customer Success Plan 
BMC Facing:
  • Be responsible for the Net promoter Score (NPS) for your assigned customer
  • Manages and assesses the BMC Loyalty Survey process for your customer, in order to collect feedback and build recommendations for an improved BMC Experience
  • Presents detailed health of assigned customer to BMC leadership and peers
  • Must drive confidence from trust in customer and BMC relationships, understanding of the projects, deep appreciation of the project approach /execution strategy, teams, processes products etc.
  • Maintain a line of sight on approaching renewals and proactively communicate customer health and success challenges to Renewals team
  • Identify additional services & education engagements
Capabilities & Competencies for Success 
  • Strong Operational acumen with ability to define success targets and ensure attainment of targets
  • Strong program management skills with ability to synthesize customer success outcomes into well-structured program plans that deliver against such outcomes. 
  • Ability to communicate at both a technical level of detail and also to more senior audience both within BMC and the account 
  • Proven ability to address difficult issues, make tough decisions, and communicate constructive feedback. Volunteers to lead/own various projects for building the BMC Advantage program 
Critical Experiences:
  • Verbal and written fluency in English, Portuguese, and Spanish required
  • 10+ years in senior customer facing roles that require a mix of influencing, negotiating, understanding and execution
  • Experience in successfully managing large scale IT programs or projects and ITIL
  • Strong knowledge of business processes (Sales, Marketing, Services, Support), business applications and automation
  • Expertise in Project and Program management
  • Experience in dealing with senior IT and business executives of large and complex accounts
BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.