Government Customer Success Manager

BetterUp•Washington, DC

2d•$107,000 - $161,000

About The Position

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 Government 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. You’ll work with partners across the Department of Defense, Federal Civilian Agencies, and state and local governments to help them accomplish their missions. 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 and Implementation 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.

Requirements

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. Must be able to be prescriptive, consultative, and credible.
Project management experience and/or experience managing multiple projects with multiple stakeholders at once.
Must have demonstrated ability to build industry or company-specific knowledge and business acumen and engage with senior leadership of large organizations.
Previous experience balancing multiple priorities, including long term strategy with immediate customer needs, as well as aligning commercial outcomes with broader account needs
Strong experience inspiring customers to do something different. Should have experience consulting or managing customers in a solution that required behavior change of end-users.

Nice To Haves

Experience with high-value books of business, multi-product platform deployments, the HCM SaaS space, or Talent disciplines are also highly valued.
Experience in the Public Sector working with DoD, cabinet-level Federal agencies, and State and Local governments is highly valued.

Responsibilities

Relationship Building: Build rapport and expand customer/executive sponsorship, creating new champions while also fostering relationships with existing champions.
Prospection & Coordination: In this role, the CSM is a champion of deeply understanding how BetterUp can solve problems for our customers and aligns our solutions and internal resources to support each customer’s needs and help them meet their mission.
Account Health: Be a true champion of account health, taking action on early warning signals; escalates to leadership appropriately. Ensures best-in-class program engagement across all programs regardless of size, teeing Account Managers up for expansions ahead of the renewal period.
Value Delivery: Create thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations or ways to serve globally while balancing ROI, scale, and time to market.
Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. Quarterback customer-centric projects or customizations as required.
Manage relationships with program sponsors and day-to-day partners while teaming with your cross-functional BetterUp partners to increase the breadth and depth of relationships. Become a true advocate of your customer’s best interest internally at BetterUp as well as with the customers of BetterUp.
Understand customer strategy and challenges; align BetterUp’s Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and value.
Contribute to the evolution of our product & product functionality, product marketing, and internal and customer best practices
Ability to travel for up to 20% of the time.