Global Customer Success Manager
Posted on 7/19/2023

501-1,000 employees

Business growth coaching platform
Company Overview
BetterUp's mission is to help people everywhere live their lives with greater clarity, purpose, and passion. The BetterUp experience brings together world-class coaching, AI technology, and behavioral science experts to deliver change at scale — improving individual resilience, adaptability, and effectiveness.
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • Previous experience building deep relationships with customers, stakeholders, and client teams. 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 separate 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
  • 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
  • Experience in the HCM SaaS space or Talent disciplines is highly valued, though not required
  • Build rapport with and expand customer/executive sponsorship and champions, aligning internal BetterUp resources to further relationships and 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 GAP partners up for expansions well ahead of the renewal period
  • 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 GAP 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 customer's 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