BetterUp

Enterprise Customer Success Manager

BetterUp

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, District of Columbia, Illinois, New York

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Salary

💰 $107,000 - $147,400 per year

Job Level

Mid-LevelSenior

About the role

  • Ensure customers and members receive full value from the BetterUp platform and experience
  • Drive customer value, adoption, and measurable/perceived value to create business cases for renewals and expansions
  • Serve as clients’ key strategist, consultant, and growth planner
  • Partner with Account Management and Implementation teams to drive adoption and deliver on value
  • Build rapport and expand customer/executive sponsorship; create new champions and foster existing relationships
  • Align BetterUp solutions and internal resources to support each customer’s needs
  • Champion account health, act on early warning signals, and escalate appropriately
  • Create thoughtful, value-based business recommendations and advise on customizations balancing ROI, scale, and time to market
  • Drive problem-solving and risk mitigation strategies with cross-functional partners; quarterback customer-centric projects or customizations
  • Manage relationships with program sponsors and day-to-day partners while teaming with Global Account Partners to expand relationships
  • Understand customer strategy and challenges; align BetterUp’s Human Transformation Platform with customer outcomes
  • Contribute to product evolution, product marketing, and internal/customer best practices
  • Travel up to 20% as required

Requirements

  • Experience with high-value books of business, multi-product platform deployments, the HCM SaaS space, or Talent disciplines
  • 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 grounded in reality and pushing back while maintaining a positive relationship
  • Ability to be prescriptive, consultative, and credible
  • Project management experience and/or experience managing multiple projects with multiple stakeholders at once
  • Demonstrated ability to build industry or company-specific knowledge and business acumen and engage with senior leadership of large organizations
  • Experience balancing multiple priorities, including long term strategy with immediate customer needs and aligning commercial outcomes with broader account needs
  • Experience inspiring customers to do something different; experience consulting or managing customers in a solution that required behavior change of end-users
  • Ability to travel for up to 20% of the time
  • Must be available to commute to one of the US hub offices (Austin, Chicago, Minneapolis, New York City, San Francisco, Washington D.C.) at least two days a week