Senior Customer Success Specialist - Onboarding

Basic Information


United States



Date Published


Job ID


Travel Amount

up to 10%

Secondary locations

Canada, USA Arizona - OFC at Home, USA Colorado - OFC at Home, USA Idaho - OFC at Home, USA Montana - OFC at Home, USA Nevada - OFC at Home, USA New Mexico - OFC at Home, USA Oregon - OFC at Home, USA Utah - OFC at Home, USA Washington - OFC at Home, USA Wyoming - OFC at Home
This role can be based remotely in United States

Description and Requirements

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.


The Customer Success Manager - Onboarding is a BMC specialist role responsible for ensuring customers launch our SaaS Solutions, adopt them into their organization, and quickly achieve the results they want.  As a BMC onboarding specialist, you will champion the capabilities of our products and know how specific BMC products can enable value in customer organizations today and in the future. It is an exciting customer facing role that puts you at the forefront of supporting our customers by ensuring a successful transition from purchase to the launch of our product portfolio. 

This role is a highly consultative role that does not perform the implementation or configuration of our solutions but is the overarching orchestrator of each customer’s onboarding journey, guiding customers to maximize the adoption of BMC products and reducing their time to value. In this role, you will work closely with Sales, Project Managers, Partners, Support and other internal and external teams to provide a cohesive and well-coordinated onboarding experience. You will educate and enable customers on best practices, helping to drive stronger and more engaged customer relationships through our products.  

Ultimately, the goal of this role is to ensure BMC customers achieve their stated business outcomes, realize value from their investments in BMC software and to fully adopt our products.  For BMC to succeed, our customers need to succeed – and the Onboarding Specialist will be on the front lines of this mission.  To achieve these goals, the mission of Onboarding Specialist team will be to:

Raise the bar for the overall BMC customer experience through seamless, outcome-driven engagement throughout the onboarding journey – with a focus on the user portion of that journey
Be the change agent force that continuously advocates for and on behalf of the customer, providing unbiased, actionable, customer-driven feedback to BMC product and sales leadership
Provide real-time visibility into the overall status and health of BMC’s customers
Maintain a real time understanding of BMC’s customers and their adoption of our products 

Ensure a consistent onboarding experience for all customers 
Maintain enthusiasm while providing overarching coordination for all activities from the customer’s purchase until the have achieve a successful launch of our solutions
Develop and nurture trusted relationships with the customer 
Demonstrate deep understanding of BMC products, core product features and use cases and their application within a customer’s complex environment
Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their stated business goals
Manage and track against key performance indicators for customer onboarding process
Effectively deliver engaging enablement presentations, training, and a cadence of regular remote meetings, tailoring them to align with customers strategic business goals.
Ability to relate the product to value and expected customer outcomes in an easy-to-understand, implementable adoption plan that will help guide our customers to achieve those outcomes 
Identify customer adoption challenges and risks to a successful launch
In addition to core customer-facing responsibilities above, Product Specialists must also:
Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status of customer’s overall health
Demonstrate a solid appreciation for the implications of customer adoption on BMC Net Revenue Retention Rates (NRR)
Capture and provide targeted feedback into the BMC R&D teams to ensure critical mass customer feedback on BMC solutions is appropriately addressed in future innovation
Champion on behalf of the customer for product improvements and product advancements 

Competencies and Experience Needed for Success 
Bachelor’s degree in technology-related field and prior experience with SaaS is ideal for this role 
Customer focused and demonstrable passion about customer success
Ability to prioritize, multitask, and organize workload
Superior written and verbal communications skills with a professional (even dynamic) presence, presentation and public speaking skills 
Ability to work both individually and collaboratively within a team environment
Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support), business applications and automation requirements
Quick learner, always looking to embrace and master new technologies
Technical background in IT Service Management, Workload Automation and/or IT Operations Management solutions is a plus, though not required
Capable project/program management skills with ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes
Proven operational acumen with ability to define success targets and ensure attainment of targets 
Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, account planning
Excellent written, verbal and listening communication skills 
Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, 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.

The base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 

The range listed is just one component of BMC's employee compensation package. Other rewards may include a vacation policy and region-specific benefits.

At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is $ - $