Customer Success Manager

Job Name

Principal Customer Success Mgr - CSM - Italy

Country

Italy

State

NA

City

Milan

Date Published

27-Jan-2026

Job ID

46288

Travel

up to 25%

Secondary locations

ITA Rome - Europa

Looking for details about our benefits?

CareerArc Code

CA-MS

Remote: #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. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we're scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

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. No better team to join when customer centricity is at the heart of BMC's strategy

Here is how, through this exciting role, YOU will contribute to BMC Helix's and your own success:

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
• Focus on customer relationships within each account – deliver business impact and innovation to a customer's business by understanding our customers' key business objectives, values, and challenges
• Collect product, solution, and experience feedback from our customers to share with our product organization and influence our enhancements and long-term roadmap priorities
• Lead the customer through the customer success framework including onboarding, lifecycle engagement, adoption maturity, 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:

• Work diligently to build relationships of trust within your account at all levels
• Align with our customers' business goals, mutually identify the best path forward, and drive a plan of action to achieve success against those goals
• Leverage data, signals, inputs to signal the ecosystem around how we can help customers to accelerate their business goals
• Bring your customers value in the form of prescriptive technology, industry, functional, direction and point of view
• Act as the internal advocate on behalf of your customer, communicating updates to the customer, and sharing feedback from your customer back to the BMC ecosystem

To ensure you're set up for success, you will bring the following skillset & experience:

• 6+ years in customer-facing roles of progressing seniority
• BMC Helix knowledge - it is vital that you know and understand the Helix portfolio of solutions.
• Navigate customer organizational structures to identify and build relationships with executives and partners
• Strong executive presence with ability to convey complex technical and functional scenarios in simple models and business speak
• Experience successfully navigating complex, matrixed organizations – this is a highly visible role that will continuously interface with customers and sales/presales leaders and c-level executives across the organization
• Proficient at being prescriptive and driving action-oriented meetings
• Influential team member, possessing a high level of integrity, cross-functional collaboration, and ability to bring alignment to complex environments
• Highly enthusiastic, creative, and collaborative individual that excels in a matrixed environment. Ability to manage influence through persuasion, negotiation, and consensus building
• Digest and effectively communicate technical concepts across audiences of varying technical abilities
• Has served the IT stakeholder audience at some point in your career and has experience with serving multiple lines of business. Understands the complexities of IT to Line of Business interoperability.
• Strong empathy for customers, employees and drive to growth revenue and market impact
• Deep understanding of value drivers in recurring revenue business models
• First-hand experience with organizational and project level governance models
• Outstanding written, verbal and listening communication skills – ability to relate to and talk with people at all levels of an organization
• High level of Italian AND English. 3rd language would be be 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 asa 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.

The annual 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 variable plan and country 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 €71,550 - €119,250

Min salary

71,550

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

Mid point salary

95,400

Max salary

119,250

Min Salary - NEW

71,550

Max Salary - NEW

119,250