betterup - Customer Success Manager, EMEA
Responsibilities
• Relationship Building • 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. • Account Health & Risk Management • 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. • Program & Delivery Execution • 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. • Executive Communication & Change Management • 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. • If you have some or all of the following, please apply: • 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
• At BetterUp, we are committed to living out our mission every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community. • Annual leave: Flexible time off - with a guideline of 25 days of annual leave + 8 UK public holidays. • Pension: Generous Employer pension contribution. • Healthcare: Private Medical Insurance Option • Wellbeing: Access to BetterUp coaching for you and a friend/family member. • Flexible working: Hybrid work, with 2 days minimum in office (or 8 days per month.) • Free Lunch: Available in office Tuesday and Thursdays along with daily plentiful snacks and beverages • Extra leave days: 4 Inner Work Days, 5 Volunteer Days, plus Summer & Winter company shutdowns. • Learning & Development: Annual stipend for professional growth. • Charity: Year-round charitable donation on your behalf. • Hybrid Work Policy & Hub Locations • We are a hybrid company with a focus on in-person collaboration when necessary. Employees are expected to be available to work from one of our office hubs at least two days per week, or eight days per month. Our Europe hub locations are London, UK. Please ensure you can realistically commit to this structure before applying. • We are dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don’t hesitate to reach out — we encourage everyone interested in joining us to apply.
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