Customer Success Manager

Overview Job Name: Principal Customer Success Mgr - CSM - ITACountry: ItalyState: NACity: MilanTravel: up to 25%Secondary locations: ITA Rome - EuropaRemote: #LI-Remote This is Helix. Powered by You. At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. 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. Responsibilities Lead the customer success motion for enterprise accounts across a regional book of business: prioritize the BMC Helix customer experience with a focus on satisfaction and retention; deliver business impact and innovation by understanding customers’ objectives, values, and challenges Collect product, solution, and experience feedback from customers to share with the product organization and influence enhancements and long-term roadmap priorities Lead the customer through the customer success framework including onboarding, lifecycle engagement, adoption maturity, and acceleration plays Support the customer with a strong communication strategy, quarterly business reviews, activity reports and strategic tooling, in partnership with the BMC Helix ecosystem As Practitioner, Deliver Strong Impact to Build relationships of trust within your account at all levels Align with customers’ business goals, identify best paths forward, and drive action plans to achieve success Leverage data and signals to help accelerate customers’ business goals Provide value through prescriptive technology, industry, and strategic insights Act as the internal advocate for your customer, communicating updates and feeding feedback back to the BMC ecosystem Required Skillset & Experience 6+ years in customer-facing roles of progressing seniority BMC Helix knowledge — knowledge of the Helix portfolio is vital Navigate customer organizational structures to identify and build relationships with executives and partners Strong executive presence; ability to convey complex technical and functional scenarios in simple models and business language Experience navigating complex, matrixed organizations; highly visible role interfacing with customers, sales/presales leaders, and c-level executives Prescriptive mindset and ability to drive action-oriented meetings Influential team member with integrity, cross-functional collaboration, and ability to align complex environments Creative, collaborative, and able to influence through persuasion, negotiation, and consensus-building Ability to communicate technical concepts to varied audiences Experience with IT stakeholder audiences and multiple lines of business; understands IT to LOB interoperability Strong empathy for customers, employees, and growth of revenue and market impact Understanding of value drivers in recurring revenue business models Experience with governance models at organizational and project levels Outstanding written, verbal and listening communication skills Fluency in Italian and English; a third language is desirable Why Work Here? Because You’ll Matter. We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference. We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves and support others doing the same. Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up. Make Your Mark At Helix If Helix excites you but you’re unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere. EEOC Statement Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page. BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process. Salary Information The annual base salary range represents the low and high end of the BMC salary range for this position. The range listed is one component of the compensation package; other rewards may include a variable plan and country-specific benefits. The current range is €71,550 - €119,250. Midpoint salary: €95,400. Min salary: €71,550; Max salary: €119,250. #J-18808-Ljbffr