Senior Vice President, Customer Success

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.

We are looking for a Senior Vice President of Customer Success to join our Go-To-Market (GTM) leadership team. This role will lead our global Customer Success teams who are focused on clients from the Global 500 through SMB. They are responsible for developing innovative and scalable customer engagement strategies to drive maximum adoption and value realization. 

This is an exciting time at BetterUp as we embark on the next phase in our growth and strategy to deliver the Human Transformation Platform. Innovation is a core focus area for this team. We are looking for a leader who thrives in a dynamic, fast-paced environment where the business is constantly evolving. 

What you’ll do:

• Drive overall strategy and execution in Customer Success team.
• Set the tone for a differentiated and transformative client experience which represents BetterUp Mission and Values; by segment from the Global 500 through SMB and everything in between.
• Develop innovative and scalable customer engagement strategies to drive maximum adoption and value realization, including a digital touch capability for the mid-market.
• Support CSMs by participating in client meetings to ensure retention and growth of existing customers. 
• Establish and actively manage key KPI’s for the function.
• Attract, develop,  and retain world class talent as we scale the CS function.
• Consistently develop your  team by leading and modeling our best practices for managing the customer journey.  
• Monitor the health and progress of your team’s customers, and coach CSMs on account management strategies.
• Develop executive level relationships with customers.  
• Serve as an escalation point for CSMs and their customers.
• Participate in process innovation, development, and rollout across the broader Post-Sales team, ultimately driving efficiency and scalability of the team.
• Leverage data analytics to proactively identify hot spots and develop remediation plans.
• Drive a bi-directional communication process with the product team to ensure we are delighting our customers from a product standpoint; both in ease of use and functionality.
• Be a key leader in the overall BetterUp extended leadership team (top 50 executives) bringing thought leadership to the community, instilling and driving a culture of extreme ownership that's needed to help BU scale to $1B and beyond.

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

• 5+ years of CS leadership experience primarily in non-renewal focused CS organizations
• 5+ years executive leadership experience with a preference of global experience
• Track record of building and managing high performance teams that are effective in creating and providing value for customers
• Worked previously in high-growth and high-performance settings. Mix of SaaS andServices preferred.
• Experience creating capabilities ahead of need and maximizing ability to deliver value to the business.
• Implement systems for scale, i.e., has knowledge of tools to automate processes in order to optimize the efficacy of the CS organization
• Low-ego collaborator that facilitates cross-functional collaboration to build trust across the organization through strong listening and a company-first mindset. 
• Executive presence and ability to influence across the organization
• Track record of attracting, developing and retaining top talent

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.