Customer Success Manager

Customer Adoption Engineer

BMC Helix | Customer Engineering | Global

Role Summar

yThe Customer Adoption Engineer is the quarterback for the end-customer account post-sale — the single, accountable point of contact who owns the customer experience end to end. This applies to both direct accounts and partner-led accounts: end-customer adoption ownership sits with the Customer Adoption Engineer regardless of the sales motion. The role combines architectural understanding of the BMC Helix solution with the relationship, coordination, and executive engagement skills needed to lead the customer through the full post-sale lifecycle. Customer Adoption Engineers are the customer's go-to person for anything that touches BMC Helix — adoption questions, support escalations, product roadmap conversations, renewal planning — and they coordinate the full BMC Helix ecosystem (Support, Engineering, Product Management, Professional Services, Solution Engineering, Value Engineering, Renewals, Account Executives, and Partner Adoption Engineers for partner-led accounts) to deliver a unified response. They also perform basic product configuration to remove day-to-day adoption friction, and own the leading indicators of customer sentiment and renewal health: adoption depth, outcome attainment, and executive sponsorship

.Key Responsibilitie

sAccount Quarterback and Ecosystem Coordinatio

• nServe as the single, accountable point of contact for the end customer across all BMC Helix touchpoints post-sale, including in partner-led accounts
• .Act as the customer's go-to person when issues arise, including support tickets — triage, prioritize, and drive resolution by engaging the right teams across BMC Helix
• .Coordinate the BMC Helix ecosystem into a single coherent customer experience
• .For partner-led accounts, partner closely with the Partner Adoption Engineer — the Customer Adoption Engineer owns the end-customer relationship and adoption outcomes; the Partner Adoption Engineer owns the partner's capability to sell, deploy, and support effectively
• .Own customer communication during incidents, escalations, and high-severity issues, ensuring the customer always knows what is happening and who is doing what
• .Maintain a regular operating cadence with customers (weekly to monthly depending on segment) and lead Executive Business Reviews

.Solution Understanding and Basic Configuratio

• nMaintain a strong architectural understanding of BMC Helix modules (AIOps, ITSM, ITOM, and HelixGPT Agentic AI — both embedded across the portfolio and as configurable standalone agents) and how they fit together to deliver customer outcomes
• .Perform basic product configuration — workflow adjustments, dashboard setup, user and role configuration, standard report and notification setup, and HelixGPT agent enablement and tuning within standard parameters — to remove day-to-day adoption friction
• .Identify when issues exceed basic configuration and orchestrate Solution Engineering, Support, Professional Services, or Partners to address them
• .Conduct adoption health checks at defined intervals (30, 60, 90 days post go-live, then quarterly), including HelixGPT agent activation and usage, and lead remediation when usage stalls

.Adoption Planning and Outcome Deliver

• yBuild and maintain account-specific Success and Adoption Plans that translate the original business case and solution intent into measurable adoption milestones, including HelixGPT agent activation roadmaps
• .Drive feature activation across BMC Helix modules in alignment with customer priorities and committed business outcomes
• .Benchmark customer maturity against peer organizations and champion BMC Helix best practices
• .Deliver enablement sessions for customer administrators, operators, and end users
• .Build customer-specific adoption playbooks, best practice guides, and enablement materials

.Renewal and Expansion Enablemen

• tSurface adoption health, outcome attainment, and risk signals to the Renewals team 90 to 120 days before renewal, with supporting evidence
• .Co-deliver Quarterly Value Reviews with the Value Engineer (where applicable), providing the usage and outcome data that underpins value realization claims
• .Identify expansion opportunities based on observed customer needs and adjacent BMC Helix capabilities — including additional HelixGPT agent use cases — and hand them to Account Executives with supporting context
• .Lead risk escalation and recovery plans for at-risk accounts, partnering with the Renewals team and account leadership

.Voice of Customer and Continuous Improvemen

• tRepresent the customer's voice across the BMC Helix ecosystem, ensuring product, support, and engineering teams understand customer reality on the ground
• .Capture structured feedback on product gaps, friction points, and feature requests for BMC Product Management, including HelixGPT agent behavior in production
• .Contribute to the BMC Helix adoption playbook and reusable customer success assets
• .Mentor newer Customer Adoption Engineers and contribute to onboarding curricula

.Required Qualification

• sDemonstrated experience acting as the single point of accountability for enterprise accounts, including coordinating cross-functional teams to resolve customer issues
• .Architectural understanding of enterprise software solutions, ideally in IT service management, AIOps, IT operations, or observability domains
• .Working familiarity with agentic AI concepts and how AI agents are deployed and tuned in enterprise environments
• .Working familiarity with product configuration in enterprise SaaS platforms — comfortable making basic configuration changes in a customer environment without specialist support
• .Demonstrated track record of driving measurable adoption and retention outcomes in enterprise accounts
• .Strong executive presence and stakeholder management skills, including comfort presenting to director, VP, and C-suite contacts
• .Excellent written and verbal communication skills, including the ability to manage executive communication during high-pressure incidents and escalations

.Preferred Qualification

• sDirect BMC Helix product familiarity
• .Experience driving adoption of AI or automation capabilities in enterprise customer environments
• .Experience operating in partner-led accounts alongside channel teams
• .ITIL Foundation certification
• .Experience operating alongside dedicated Renewals teams in a SaaS environment
• .Familiarity with Customer Success platforms (GainSight), Value platforms (Symbe) and adoption analytics tooling

.Success Measure

• sAdoption health and feature adoption depth across managed accounts, including HelixGPT agent activation and utilization
• .Time-to-value for new customers (days from go-live to first measurable outcome)
• .Gross retention and net retention rates across managed accounts
• .Expansion pipeline sourced from managed accounts
• .Customer-reported relationship health and CSAT
• .Support escalation resolution time and customer satisfaction with escalation handling