Senior Customer Success 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 Senior 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, Solutions Design, and Delivery 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. High-performing CSMs at BetterUp are a primary pipeline for our Client Delivery Director (CDD) organization. CDDs orchestrate end-to-end technical and operational delivery for our largest, most strategic enterprise clients, acting as the “field COO” of complex multi-product deployments. This role is an intentional on-ramp for candidates who want to grow into that level of delivery leadership. What you’ll do: Relationship Building - Build rapport and expand customer/executive sponsorship, creating new champions while fostering relationships with existing ones. - Manage relationships with program sponsors and day-to-day partners while teaming with Account Management to increase breadth and depth. - Become a true advocate of your customer’s best interest both internally at BetterUp and with the customer’s leadership. Value Delivery - Create thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations while balancing ROI, scale, and time to market. - Understand customer strategy and challenges; align BetterUp’s Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and value. - Demonstrating how BetterUp can solve business problems and align solutions and internal resources to support each customer’s needs. Account Health & Risk Management - Be a true champion of account health - proactively monitor early warning signals and take timely action before issues escalate. - Design and maintain a personal operating rhythm for tracking adoption, value realization, stakeholder alignment, and health across your portfolio. - Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. Quarterback customer-centric projects or customizations as required. - Escalate to leadership appropriately; ensure best-in-class program engagement across all programs, teeing Account Managers up for expansions ahead of the renewal period. Program & Delivery Execution - Manage multiple concurrent workstreams and stakeholder groups with the discip