Customer Success Manager, Corporate

BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero-touch workflows, thousands of forward-thinking organizations like Twitch, Oscar Health, and Cloud Factory now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

With 10+ years of experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event, and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations Management.

Headquartered in New York City, with a large presence in Atlanta, GA, as well as innovation hubs & remote talent across the U.S. BetterCloud is backed, among others, by some of the best technology investors Vista Equity Partners, Warburg Pincus, Bain Capital, and Accel.

BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process.

What You'll Do

• Be the main point of contact for a Book of Business between 70-80 accounts
• Develop and manage key playbooks to drive adoption within Corporate Accounts
• Consult regularly with clients to fully understand their needs and uncover their pain points
• Act as the liaison between the customer and other internal teams (Product, Support, Sales and Marketing) at BetterCloud to reduce churn, prioritize issues, and present customers with new opportunities
• Proactively monitor customer health to be ahead of problems and continually drive value from the product 
• Partner with internal teams on up-sells and renewals

About You

• Experience working with Small to Midsize organizations
• Ability to manage a portfolio of 70-80 customer accounts, all with a prescriptive engagement model to help deliver on our customers objectives and success measures
• Experience building and maintaining appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
• Ability to drive value-based ongoing engagement to align on customer strategies which should also align with the BetterCloud solution and internal service offerings
• Commitment to customer satisfaction and positive health scores as measured by NPS
• 1+ year of customer success or customer relationship experience
• Experience in SaaS
• Experience with Customer Relationship Management (CRM) software such as Salesforce

Goals

By the end of week 1, you will have:

• An understanding of the company, our teams, and our values

By the end of 30 days, you will have:

• An overview of our platform and the internal tools we use

By the end of 60 days, you will have:

• An overview of cross-functional partnerships and you will have been introduced to your book of business

What We Offer

• Medical, Dental, and Vision benefits (100% employer-paid option) HSA and FSA and dedicated mental health resources
• Equity options, financial wellness support, WFH stipend
• Remote friendly culture
• Our team enjoys 4+ weeks of PTO, plus paid sick/mental health days, and 12 paid holidays
• Plus more… Think events, killer swag and a strong BetterCloud Community!

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

*Remote - Qualified applicants based on most states of the U.S.A. are eligible for this position. Note that there are a number of states from where this position cannot be held.

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Salary: 

Salary Range: $94,500 - $105,000 OTE 

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the