Skip to content

Basic Information

Job Name
Staff Project Mgr
Country
Mexico
State
Jalisco
City
Guadalajara
Date Published
22-Jun-2026
Job ID
63038
Travel
You may occasionally be required to travel for business
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-OG
#LI-OG1
Hybrid: #LI-Hybrid
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.

The CS Risk Programs team is responsible for identifying and mitigating customer risks to drive retention and long-term success. We use predictive analytics and AI to detect early warning signals, coordinate cross-functional mitigation strategies, and empower Customer Success Managers with structured planning tools like the Risk Playbooks. Our work includes running risk reviews, mitigating the identified risks using cross-functional tactics, and managing executive reporting on risk trends.

As a Program Manager on the Risk and Retention team, you will lead strategic initiatives that identify, mitigate, and manage customer risk to drive retention and long-term success. You will orchestrate cross-functional programs such as Critical Situations (CritSits) and Heal Desk ensuring alignment across Customer Success, Sales, Support, and Product teams, regularly acting as the customers’ advocate helping to prioritize and gain momentum in solving complex challenges. This role requires a strong blend of program execution, customer advocacy, and operational rigor.

 Key Responsibilities:

  • Program Execution: Own and scale initiatives like Critical Situation (CritSit) management, Heal Desk, ensuring timely resolution of customer risks and alignment with business goals.
  • Risk Governance: Lead structured risk reviews, develop mitigation strategies, and drive adoption of risk frameworks across the field.
  • Field Enablement: Deliver playbooks, training, and digital assets to empower field teams to act on risk signals with confidence and consistency.
  • Reporting & Insights: Manage dashboards and executive reporting on risk trends, mitigation progress, and renewal forecasts to inform leadership decisions.

·       Cross-functional Alignment: Collaborate with cross-functional teams to analyze risk trends and influence strategic decisions, including product roadmap planning and team-level initiatives


  • Proven experience (typically 6–8 years) in program management, or risk operations
  • Strong cross-functional leadership and stakeholder management skills
  • Ability to synthesize data into actionable insights and drive execution
  • Excellent communication and executive presence
  • Strong technical knowledge of enterprise software and SaaS systems, as well as experience leading internal and external rapid response to complex incidents.
  • Experience with Gainsight, Salesforce, and risk analytics tools
  • Project management certification preferred 
  • Experience with ITIL or ITIL certification preferred

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 Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
Min salary
526,200

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
701,600
Max salary
877,000
Min Salary - NEW
515,625
Max Salary - NEW
859,375