Senior Customer Success Manager

🕒 May 7

🏢🏡 New York City – Hybrid

💵 $135k - $175k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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BetterUp

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

👥 HR Tech

🏢 Enterprise

☁️ SaaS

💰 $300M Series E on 2021-10

HR Tech • Enterprise • SaaS

BetterUp is a company that offers a human transformation platform, merging coaching, science, and AI to enhance workplace performance and personal growth. Specializing in leadership development and employee well-being, BetterUp provides personalized coaching through a global network of certified coaches. The platform is designed for enterprise-level integration, helping organizations improve productivity and achieve strategic goals through tailor-made solutions like BetterUp Lead™, BetterUp Manage™, and BetterUp Care®. Clients benefit from data-driven insights that connect people analytics to business outcomes, fostering a culture of peak performance. BetterUp serves a diverse clientele including business enterprises, government bodies, and healthcare institutions.

📋 Description

• Build rapport and expand customer/executive sponsorship, creating new champions while fostering relationships with existing ones. • Manage relationships with program sponsors and day-to-day partners while teaming with Account Management to increase breadth and depth. • Become a true advocate of your customer’s best interest both internally at BetterUp and with the customer’s leadership. • Create thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations while balancing ROI, scale, and time to market. • Understand customer strategy and challenges; align BetterUp’s Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and value. • Demonstrating how BetterUp can solve business problems and align solutions and internal resources to support each customer’s needs. • Be a true champion of account health - proactively monitor early warning signals and take timely action before issues escalate. • Design and maintain a personal operating rhythm for tracking adoption, value realization, stakeholder alignment, and health across your portfolio. • Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. Quarterback customer-centric projects or customizations as required. • Escalate to leadership appropriately; ensure best-in-class program engagement across all programs, teeing Account Managers up for expansions ahead of the renewal period. • Manage multiple concurrent workstreams and stakeholder groups with the discipline and structure of a program manager. • Develop and maintain clear documentation of timelines, milestones, risks, and decisions—creating a consistent operating rhythm for your accounts. • Coordinate cross-functional delivery teams to ensure commitments are scoped, sequenced, and executed on time. • Contribute to the evolution of our product functionality, product marketing, and internal and customer best practices. • Communicate clearly and credibly with executive and operating-level stakeholders, including program sponsors at the VP and C-suite level. • Manage triage and cascade of communications across customer and internal stakeholder groups when issues arise. • Provide regular and real-time updates on program status, risks, and outcomes in a structured, audience-appropriate way. • Ability to travel for up to 20% of the time.

🎯 Requirements

• 7+ years of software and/or service delivery experience (execution and/or leadership) • 7+ years of experience leading enterprise-wide SaaS platform deployments (overseeing both operational and technical delivery) • Excellent communication skills with executive and operating level stakeholders (inclusive of business and technical personas) • Influencing / working cross functionally (independently navigate well through an org) • Strong program/project management skills (scrum/agile a plus) • Ability to look around corner / uncover early indicators of risk to drive proactive remediation • Extensive experience advising, coaching, influencing, and building relationships both internally and externally with executive-level clients at Fortune 1000 companies (bonus points if you’ve worked with or for Disney!) • Minimum 20% travel required (client onsite travel)

🏖️ Benefits

• Access to BetterUp coaching; one for you and one for a friend or family member • A competitive compensation plan with opportunity for advancement • Medical, dental, and vision insurance • Flexible paid time off • All federal/statutory holidays observed • 4 BetterUp Inner Workdays (https://www.betterup.co/inner-work) • 5 Volunteer Days to give back • Learning and Development stipend • Company wide Summer & Winter breaks • Year-round charitable contribution of your choice on behalf of BetterUp • 401(k) self contribution