Senior Customer Success Manager

BetterUp•Atlanta, GA

1d•Hybrid

About The Position

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.

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 (bonus points if you’ve worked with or for Disney!)
Minimum 20% travel required (client onsite travel)

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.
Ability to travel for up to 20% of the time.