Enterprise Customer Success Manager, US

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 a hybrid company with a focus on in-person collaboration when necessary. Employees are expected to be available to work from one of our office hubs at least two days per week. Our US hub locations include: Austin, TX; Chicago, IL; Minneapolis, MN; New York City, NY; San Francisco, CA; and the Washington, DC metro area. If this is a role based in Europe, our Europe hub locations are London, UK and Amsterdam, NL. Please ensure you can realistically commit to this structure before applying.

The Enterprise 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 and Implementation 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.

What you’ll do:

• Relationship Building: Build rapport and expand customer/executive sponsorship, creating new champions while also fostering relationships with existing champions.

• Prospection & Coordination: In this role, the CSM is a champion of deeply understanding how BetterUp can solve business problems for our customers and aligns our solutions and internal resources to support each customer’s needs.

• Account Health: Be a true champion of account health, taking action on early warning signals; escalates to leadership appropriately. Ensures best-in-class program engagement across all programs regardless of size, teeing Account Managers up for expansions ahead of the renewal period.

• Value Delivery: Create thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations or ways to serve globally while balancing ROI, scale, and time to market.

• Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. Quarterback customer-centric projects or customizations as required.

• Manage relationships with program sponsors and day-to-day partners while teaming with your Global Account Partners to increase the breadth and depth of relationships. Become a true advocate of your customer’s best interest internally at BetterUp as well as with the customer’s of BetterUp.

• Understand customer strategy and challenges; align BetterUp’s Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and value.

• Contribute to the evolution of our product & product functionality, product marketing, and internal and customer best practices

• Ability to travel for up to 20% of the time.
  

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

• Experience with high-value books of business, multi-product platform deployments, the HCM SaaS space, or Talent disciplines are also highly valued.

• Previous experience building deep relationships with customers, stakeholders, and client teams, including at the Executive level. Must have previously served as the main point of contact for customers.

• Strong experience keeping customers’ expectations gro