Sr. Manager, Client Success

About Betterment

Betterment is a leading, technology-driven financial services company that offers investing and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission: making people’s lives better. We’re headquartered in NYC, and offer hybrid NY-based (three days/ week in-office) and select, non-NY-based remote positions.

About the role

Betterment at Work is looking for an experienced Client Success leader who will manage our strategic servicing team in service to our key client relationships. This individual must have 401(k) consulting experience in order to effectively lead this function. 

Reporting into the Senior Director, B2B Client Experience, you will be focused on creating a memorable client onboarding experience, effective plan consulting, relationship building, and assisting our largest clients with achieving their financial wellness goals. This role will lead our team who manage our largest plans thus instilling strong practices and frameworks around retention, measuring client sentiment, and embedding Betterment products is of the utmost importance. 

We are looking for someone with high growth experience who is ready to build and iterate on existing practices, structures, tooling, and processes. You are an expert in simplification, a lover of data and insights and you use the information you gather for effective and efficient action. You should be a change agent who can motivate the team to consistently deliver exceptional client service. The ideal candidate will effectively liaise with stakeholders within Betterment and at our client companies at all levels. 

This role is based out of our NYC office. Below we've reflected the base salary range we would offer for this position. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment’s total compensation package for employees. 

• New York City: $145,000 - $165,000

We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits FSA/HSA, and 401(k) with employer match as well as a flexible PTO policy. This job may also be eligible for variable compensation in the form of a company incentive bonus.  For jobs based out of our NYC HQ, we require in office attendance Tuesday through Thursday, weekly.

A day in the life

• Leading a team of Client Success Managers (6) and Onboarding Specialists (4) who own the relationship with our largest 401(k) plans 
• Develop, implement, measure, and iterate on Client Success frameworks to: keep retention and client engagement high, ensure we have the right touchpoints to consistently add value
• Identify ways to expand client relationships and insert new Betterment products within the client’s lifecycle
• Coach, train, and mentor the team to uplevel their strategic skillset to ensure our interactions resonate across various levels of client contacts
• Monitor at-risk clients, develop retention playbooks and strategies to keep our largest clients happy and with Betterment for the long-term
• Develop relationships with key clients and serve as an executive sponsor to their plan ensuring their success with Betterment
• Cross-functionally collaborate and advocate for the needs of your Client Success team.
• Leverage data and customer insights to influence across the business for your team’s needs
• Drive continuous improvement through regular review of processes, policies, tooling, and procedures
• Ensure the client’s needs, priorities, and feedback are threaded throughout the Betterment at Work organization so we’re consistently operating in a “client first” mentality

What we’re looking for

• 5+ years of leadership experience in B2B Client Success, or equivalent client-facing roles
• Demonstrated ability to build out a Client Success function, motivate, and influence change
• 401(k) consulting experience required
• Lead coaching, training, and enablement for Client Success team to exceed performance goals — strong talent development and cross-functional communication skills
• Experience in high-growth SaaS, SMB and Mid-Market segments a plus
• History of improving processes, methodologies, programs or frameworks that increased team performance
• Confidence in presenting strategy, insights, achievements, and quarterly progress updates to senior stakeholders in a compelling manner
• Experience in Salesforce and project