Customer Success Manager

Role Overview

• 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

• 5+ years of software and/or service delivery experience (execution and/or leadership)
• 5+ 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)

Benefits

• Flexible time off
• with a guideline of 25 days of annual leave + 8 UK public holidays.
• Generous Employer pension contribution.
• Private Medical Insurance Option
• Access to BetterUp coaching for you and a friend/family member.
• Hybrid work, with 2 days minimum in office (or 8 days per month.)
• Available in office Tuesday and Thursdays along with daily plentiful snacks and beverages
• 4 Inner Work Days, 5 Volunteer Days, plus Summer & Winter company shutdowns.
• Annual stipend for professional growth.
• Year-round charitable donation on your behalf.