Senior Customer Success Manager

BetterUp is a company dedicated to human transformation, seeking a Senior Customer Success Manager to ensure customers receive full value from their platform. This role involves building relationships, delivering value, and managing account health while working closely with cross-functional teams to drive customer success and satisfaction.

Responsibilities:

• 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
• 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
• 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
• Manage multiple concurrent workstreams and stakeholder groups with the discipline and structure of a program manager
• Develop and maintain clear documentation of timelines, milestones, risks, and decisions—creating a consistent operating rhythm for your accounts
• Coordinate cross-functional delivery teams to ensure commitments are scoped, sequenced, and executed on time
• Contribute to the evolution of our product functionality, product marketing, and internal and customer best practices
• Communicate clearly and credibly with executive and operating-level stakeholders, including program sponsors at the VP and C-suite level
• Manage triage and cascade of communications across customer and internal stakeholder groups when issues arise
• Provide regular and real-time updates on program status, risks, and outcomes in a structured, audience-appropriate way

Requirements:

• 7+ years of software and/or service delivery experience (execution and/or leadership)
• 7+ years of experience leading enterprise-wide SaaS platform deployments (overseeing both operational and technical delivery)
• Excellent communication skills with executive and operating level stakeholders (inclusive of business and technical personas)
• Influencing / working cross functionally (independently navigate well through an org)
• Strong program/project management skills (scrum/agile a plus)
• Ability to look around corner / uncover early indicators of risk to drive proactive remediation
• Extensive experience advising, coaching, influencing, and building relationships both internally and externally with executive-level clients at Fortune 1000 companies
• Minimum 20% travel required (client onsite travel)