Customer Success Strategy and Operations Manager

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.
We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.
Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.
This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.
Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.
If that sounds exciting—and the job description below feels like a fit—we really should start talking. 

The Go-To-Market (GTM) Operations team is seeking a Customer Success Strategy and Operations Manager to empower our Global Accounts and Enterprise customer success and implementation teams to achieve our company goals. Reporting to the Manager of GTM Operations, this role will oversee renewal reporting and forecasting, territory planning, process improvement, and related technologies for our Customer Success and Implementation teams. This is a compelling opportunity for someone who enjoys a broad scope, high impact, and interaction with senior executives.

What you’ll do:

• Develop and implement customer lifecycle processes, policies, and performance metrics to support customer outcomes, revenue retention, and growth.
• Design, manage, and deliver real-time reporting and data analyses on key metrics such as customer adoption, sentiment, churn, and renewals, leveraging data to identify trends and opportunities for business impact.
• Drive data-driven decision-making by developing scalable dashboards and reporting frameworks that inform strategies for customer success, retention, and expansion.
• Identify opportunities for process automation and optimization, with a focus on scalability and leveraging data insights to drive growth.
• Collaborate closely with Customer Success, Implementation, and Enablement leaders to develop training, tooling, and data reporting mechanisms that enhance operational efficiency.
• Lead customer success initiatives by tracking performance through data visualization and ensuring alignment with senior leadership’s strategic goals.
• Implement and manage customer success tooling, with a focus on data integration, analytics dashboards, and automated workflows to ensure proactive customer engagement.

If you have some or all of the following, please apply:

• 5+ years of experience in B2B SaaS, with a strong background in customer success operations, analysis, and data reporting.
• Proven experience in managing large-scale data projects, from gathering and analyzing data to delivering actionable insights that influence business outcomes.
• Strong analytical skills with the ability to synthesize complex data into clear, actionable insights and recommendations.
• Experience in building and optimizing operational processes, with a strong understanding of how to apply data analysis to improve efficiency and scalability.
• Expertise in using data and analytics tools (e.g., Looker, Google Sheets) to monitor performance and measure the success of post-sales strategies.
• High cognitive agility with a growth mindset and a bias toward action; always pushing pace and team progress through data-informed decisions.
• Experience working cross-functionally with internal stakeholders, including VP and C-level, with a focus on data-driven decision-making.
• Commitment to high-quality work and craftsmanship, with a strong attention to detail when it comes to data accuracy and reporting.
• Perseverance and grit, maintaining a positive attitude during challenging times, and leveraging data to navigate uncertainty.
• Strong internal compass and sense of duty, with the courage to take ownership of CS led initiatives and outcomes.

This is a fantastic opportunity to make a significant impact on our customer success operations and strategy, driving greater efficiency and success for the team. 

Benefits:

At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community. 

• 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
• Per year: 
• All federal/statutory holidays observed
• 4 BetterUp Inner Work days (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

We are dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don’t hesitate to reach out — we encourage everyone interested in joining us to apply.
BetterUp Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, BetterUp Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At BetterUp, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future.

The base salary range for this role is $141,000 – $242,000.

If you live in New York, the base salary range for this role is: 
$162,000 – $242,000: New York City
$141,000 – $211,000: Albany, Buffalo, Rochester, Nassau, Newburgh, Syracuse

Protecting your privacy and treating your personal information with care is very important to us, and central to the entire BetterUp family. By submitting your application, you acknowledge that your personal information will be processed in accordance with our Applicant Privacy Notice. If you have any questions about the privacy of your personal information or your rights with regards to your personal information, please reach out to [email protected]

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