Senior Customer Success Manager

About the role

BetterUp is a company whose stated mission is human transformation, and this role demands fresh thinking about how employer and employee relationships are designed and executed. The Senior Customer Success Manager owns the end-to-end customer journey, ensuring that clients derive the full strategic and operational value from the BetterUp platform and ecosystem. In this position, you act as the primary strategist, consultant, and growth planner for your assigned accounts, translating high-level transformation goals into tangible adoption and results. You will proactively manage relationship depth with executive sponsors while expanding the network of champions across the customer organization. Success in this role is measured by customer health, realized value, and the creation of compelling business cases for renewals and expansions. This position serves as a critical on-ramp into the broader Client Delivery Director organization, offering a pathway into leadership roles that orchestrate complex, multi-product deployments. The work is intense, collaborative, and deeply impactful, designed for individuals who thrive in fast-paced, mission-driven environments and want to define what outstanding customer success looks like.

Key facts

• Build and expand executive sponsorship within customer organizations, creating new champions while deepening relationships with existing stakeholders.
• Partner closely with Account Management, Solutions Design, and Delivery teams to align on strategies that drive platform adoption and measurable outcomes.
• Act as the customer's trusted advisor, advocating for their best interests both within BetterUp and with their leadership at every level.
• Translate customer strategy and operational challenges into clear business recommendations that maximize the Human Transformation Platform's impact.
• Align BetterUp's capabilities with the customer's internal narrative and desired outcomes to unlock greater insights, clarity, and value.
• Proactively monitor account health indicators, identifying early warning signals and taking timely action to prevent issues from escalating.
• Design and maintain a personal operating rhythm for tracking adoption, value realization, stakeholder alignment, and portfolio health.
• Lead cross-functional, customer-centric projects and customizations, coordinating delivery teams to ensure commitments are met with precision.
• Communicate clearly and credibly with executive and C-suite sponsors, managing information flow during complex initiatives or sensitive situations.
• Provide structured, real-time updates on program status, risks, and outcomes, ensuring all internal and external stakeholders remain informed and aligned.
• Contribute to the evolution of product functionality, marketing narratives, and internal best practices based on frontline insights and feedback.
• Manage multiple concurrent workstreams with disciplined project management, maintaining clear documentation of timelines, milestones, decisions, and risks.
• Serve as a pipeline leader for the Client Delivery Director organization, demonstrating the operational and strategic capabilities required for delivery leadership.
• Drive problem-solving and risk mitigation efforts by engaging partners across the organization to resolve complex challenges quickly.
• Ensure consistent program engagement across all customer initiatives, positioning Account Managers to pursue expansions well ahead of renewal periods.

Requirements

• 7+ years of software and/or services experience in customer-facing, solution consulting, or customer success roles.
• Demonstrated ability to manage and grow strategic accounts in a SaaS or enterprise software environment.
• Experience building and influencing executive-level relationships and sponsorship within large organizations.
• Strong foundational knowledge of coaching, development programs, and how human potential initiatives create organizational value.
• Exceptional problem-solving skills, with the ability to analyze complex situations and recommend practical, high-impact solutions.
• Superior written and verbal communication skills, capable of translating technical concepts into clear, executive-friendly language.
• Highly disciplined project management approach, with comfort managing multiple priorities and concurrent workstreams.
• A genuine commitment to customer advocacy and a track record of acting as a trusted advisor rather than a transactional account contact.

Nice to have

• Experience working with data and analytics to demonstrate program impact and value realization.
• Familiarity with coaching or development platforms and their role in supporting employee growth and organizational outcomes.
• Background in designing or implementing large-scale change management initiatives within enterprise organizations.

Practical notes

This role is based in the United States and follows a hybrid work model. The position is full-time and requires engagement across multiple time zones and business functions. Applicants must be legally authorized to work in the United States without sponsorship at this time. Only candidates whose profiles closely match the stated requirements will be contacted for the next steps.