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 Revenue Operations team is seeking a Customer Success Strategy and Operations Manager to empower our Customer Success and People Insights teams to achieve our company goals. Reporting to the Director of GTM Operations, this role will oversee renewal reporting and forecasting, territory planning, process improvement, and KPI tracking for our Customer Success and People Insights teams. This is a compelling opportunity for someone who enjoys a broad scope, high impact, and interaction with senior executives. We have HUB offices, and this is a hybrid role that requires in-office presence. Please apply only if you can realistically commute to one of the locations listed on the application form, at least two days a week.

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 and People Insights 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.

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, Vitally) 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- and PIC-led initiatives and outcomes.

This is a fantastic opportunity to make a significant impact on our GTM 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.