Senior Customer Success Manager

About the role

The Senior Customer Success Manager role contributes to the mission of BetterUp by ensuring that our customers and members receive the full value out of the BetterUp platform and experience. The role supports our distribution strategy by driving customer value, increasing the measurable and perceived value that customers receive from the BetterUp platform.

Responsibilities

• 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.
• Demonstrate 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.
• 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.
• Cook up and 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.

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
• Minimum 20% travel required (client onsite travel)

Qualifications

• High-performing CSMs at BetterUp are a primary pipeline for our Client Delivery Director (CDD) organization.
• This role is an intentional on-ramp for candidates who want to grow into that level of delivery leadership.

Skills

• Leadership skills
• Client service orientation
• Strategic consulting
• Project management
• Relationship mastery
• Problem-solving
• Storytelling

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
• 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

Pay

• $150,000 – $175,000 + commission: New York City, San Francisco and Seattle
• $135,000 – $158,000 + commission: All other locations

Schedule

• Hybrid Work Policy & Hub Locations
• US hub locations include: Austin, TX; New York City, NY; San Francisco, CA; and the Arlington, VA.
• Hybrid Expectation: You will be expected to work from your local office at least 2 days per week (or 8 days per month) and should be able to realistically commit to this structure before applying.
• This hybrid role will require travel up to 25% of the time for client engagements.
• If you are not located near a hub: You will work as a fully remote employee.
• This remote role will require travel up to 40% of the time for client engagements and internal BetterUp purposes.