Senior Customer Success 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 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. Our Customer Success Managers (CSMs) are our clients’ key strategists, consultants, and growth planners. CSMs partner with the Account Management, Solutions Design, and Delivery teams to drive adoption and deliver on value, which creates strong business cases for renewals and expansions. Core skills to be successful in this role include, but are not limited to; leadership skills, client service orientation, strategic consulting, project management, relationship mastery, problem-solving, and storytelling.

High-performing CSMs at BetterUp are a primary pipeline for our Client Delivery Director (CDD) organization. CDDs orchestrate end-to-end technical and operational delivery for our largest, most strategic enterprise clients, acting as the “field COO” of complex multi-product deployments. This role is an intentional on-ramp for candidates who want to grow into that level of delivery leadership.

What you’ll do:

Relationship Building

• 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.

Value Delivery

• 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.

Account Health & Risk Management

• 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.

Program & Delivery Execution

• 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.

Executive Communication & Change Management

• 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.

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

• 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:

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 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

The base salary range for this role is as follows:

$150,000 – $175,000 + commission: New York City, San Francisco and Seattle

$135,000 – $158,000 + commission: All other locations

Hybrid Work Policy & Hub Locations
BetterUp is a hybrid company that values in-person collaboration. Our 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 50% of the time for client engagements and internal BetterUp purposes.

This role is open to candidates across the US. Please review the above carefully and ensure the applicable model works for your situation before applying.

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.

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]