Client Delivery Director

BetterUp•Austin, TX

5d•$195,000 - $250,000•Hybrid

About The Position

As BetterUp’s Client Delivery Director (‘CDD’) you’ll play a crucial role in leading the formation and orchestration of the post-sale strategy and execution for our largest and most strategic clients. This is an IC role with no direct reports. BetterUp is a hybrid company that values in-person collaboration. Our US hub locations include: Austin, TX; New York City, NY; San Francisco, CA; and the Arlington, VA. Hybrid Expectation: You will be expected to work from your local office at least 2 days per week (or 8 days per month) and should be able to realistically commit to this structure before applying. This hybrid role will require travel up to 25% of the time for client engagements. If you are not located near a hub: You will work as a fully remote employee. This remote role will require travel up to 50% of the time for client engagements and internal BetterUp purposes. This role is open to candidates across the US. Please review the above carefully and ensure the applicable model works for your situation before applying. Our team thrives at the intersection of human expertise and AI capability. As an AI-forward company, adaptation and continuous learning are part of our daily work. We're looking for teammates who are excited to evolve alongside technology – people who experiment boldly, share their discoveries openly, and help define best practices for AI-augmented work. These professionals thoughtfully integrate AI into their work to deliver exceptional results while maintaining the human judgment and creativity that drives real innovation. During our interview process, you’ll have opportunities to showcase how you harness AI to learn, iterate, and amplify your impact.

Requirements

10+ years of software and/or service delivery experience (execution)
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
20% - 40% travel required (client onsite travel)

Responsibilities

Orchestrate the successful end-to-end technical and operational delivery of the BetterUp platform to our clients.
Ensure that the business needs and requirements of our clients are clearly understood by our internal teams and effectively scope their deliverables/milestones against said requirements.
Contribute to the strategic planning of delivery processes and innovations that enhance client outcomes and operational efficiency.
Establish and maintain strong relationships with clients post-sale - inclusive of executive, operating and technical program leadership.
Act as the primary point of contact for all client service delivery needs, ensuring superior client experience and engagement.
Design and run the mechanisms that monitor and report on delivery efficacy, timeliness, value realization and customer experience (both customer and internal facing).
Develop and implement strategies for continuous improvement.
Provide regular and real time client updates regarding delivery status, risks and outcomes.
Owns the triage and cascade of communications and change management across customer and internal stakeholder groups.
Lead post-sale planning and execution across cross-functional delivery teams – spanning Customer Success, People Insights, Services and Product.
Champion Voice of Customer with BetterUp’s product and go to market leadership.
Design and run issue/escalation and risk management practices (identification → resolution).
Quarterback escalation management with client stakeholders.
Removes institutional barriers to AI adoption and drives cultural change that embraces continuous reinvention.
Exercises exceptional judgment in when to simplify and when to stretch, embodying "Do Less, Deliver More".