[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesBuild rapport and expand customer/executive sponsorship, creating new champions while fostering relationships with existing onesManage relationships with program sponsors and day-to-day partners while teaming with Account Management to increase breadth and depthBecome a true advocate of your customer’s best interest both internally at BetterUp and with the customer’s leadershipCreate thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations while balancing ROI, scale, and time to marketUnderstand customer strategy and challenges; align BetterUp’s Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and valueDemonstrating how BetterUp can solve business problems and align solutions and internal resources to support each customer’s needsBe a true champion of account health - proactively monitor early warning signals and take timely action before issues escalateDesign and maintain a personal operating rhythm for tracking adoption, value realization, stakeholder alignment, and health across your portfolioDrive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. Quarterback customer-centric projects or customizations as requiredEscalate to leadership appropriately; ensure best-in-class program engagement across all programs, teeing Account Managers up for expansions ahead of the renewal periodManage multiple concurrent workstreams and stakeholder groups with the discipline and structure of a program managerDevelop and maintain clear documentation of timelines, milestones, risks, and decisions—creating a consistent operating rhythm for your accountsCoordinate cross-functional delivery teams to ensure commitments are scoped, sequenced, and executed on timeContribute to the evolution of our product functionality, product marketing, and internal and customer best practicesCommunicate clearly and credibly with executive and operating-level stakeholders, including program sponsors at the VP and C-suite levelManage triage and cascade of communications across customer and internal stakeholder groups when issues ariseProvide regular and real-time updates on program status, risks, and outcomes in a structured, audience-appropriate waySkills7+ 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 remediationExtensive experience advising, coaching, influencing, and building relationships both internally and externally with executive-level clients at Fortune 1000 companiesMinimum 20% travel required (client onsite travel)BenefitsAccess to BetterUp coaching; one for you and one for a friend or family memberA competitive compensation plan with opportunity for advancementMedical, dental, and vision insuranceFlexible paid time offAll federal/statutory holidays observed4 BetterUp Inner Workdays ()5 Volunteer Days to give backLearning and Development stipendCompany wide Summer & Winter breaksYear-round charitable contribution of your choice on behalf of BetterUp401(k) self contributionHybrid 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 40% of the time for client engagements and internal BetterUp purposes.Company OverviewBetterUp provides AI and human coaching to improve leadership, management, and employee performance across organizations. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://www.betterup.com.