Customer Success Manager, EMEA

About the role

BetterUp is a company whose stated mission is human transformation, and this page is a direct reflection of that ambitious goal in how it speaks to the employer and employee relationship. The hiring team operates with a distinct voice and a high bar for cultural contribution, ensuring that every interaction feels intentional and different from standard corporate processes. From the first interview, the organization expects candidates to bring fresh thinking to how work and personal development can coexist. If you accept an offer, the compensation package is framed as merely the starting point, because you also receive a personal BetterUp Coach, a tailored development plan, and a trained manager dedicated to your growth. You will be placed on a team so talented it is described as the most amazing team you have ever met, with each member receiving the same level of coaching support. The role centers on doing work that matters within a culture described as fun, inventive, and soulful, requiring a high level of intensity and commitment. For individuals with genuine drive, this environment is presented as a career defining and soul lifting move that defines the most fulfilling years of your professional life.

Key facts

What you'll do

You will build and expand customer and executive sponsorship, creating new champions while deepening relationships with existing stakeholders across the EMEA region. You will manage ongoing relationships with program sponsors and day to day partners, collaborating closely with Account Management to broaden both the breadth and depth of engagement. As a trusted advisor, you will become a true advocate for your customer's best interest, both internally at BetterUp and in conversations with the customer's leadership team. You will create thoughtful, value based business recommendations that guide customers in maximizing the return on their investment with BetterUp. You will develop a clear understanding of customer strategy and challenges, aligning the BetterUp Human Transformation Platform with their internal narrative to maximize insights and perceived value. You will demonstrate how BetterUp solves specific business problems and coordinate internal resources to ensure each customer need is addressed effectively. You will act as a champion of account health, proactively monitoring early warning signals and taking timely action before issues can escalate into larger risks. You will design and maintain a personal operating rhythm for tracking adoption, value realization, and stakeholder alignment across your portfolio of customers. You will drive problem solving and risk mitigation strategies, engaging cross functional partners to deliver results and ensuring you quarterback customer centric projects and customizations. You will manage multiple concurrent workstreams and stakeholder groups, applying the discipline and structure of a program manager to complex deployments. You will develop and maintain clear documentation of timelines, milestones, risks, and decisions to create a consistent operating rhythm for each account. You will coordinate cross functional delivery teams to ensure commitments are scoped, sequenced, and executed on schedule without disruption. You will contribute to the evolution of product functionality, product marketing, and internal and customer best practices based on real world feedback. You will communicate clearly and credibly with executive and operating level stakeholders, including program sponsors at the VP and C suite level. You will manage the triage and cascade of communications across customer and internal stakeholder groups during issues, maintaining clarity and alignment. You will provide regular and real time updates on program status, risks, and outcomes in a structured and audience appropriate manner.

Requirements

You must possess a minimum of 5 years of experience in software and or service delivery, with a proven track record in managing complex client engagements. You need to demonstrate leadership skills that enable you to influence and guide stakeholders without direct authority over their work. You must show a strong client service orientation, consistently placing the customer's best interest at the center of every decision and interaction. You are required to have strategic consulting experience, helping organizations diagnose challenges and design practical pathways to achieve their goals. You need to master relationship mastery, using deep listening and insight to build trust and long term partnerships with key stakeholders. You must excel at problem solving, identifying root causes and designing solutions that are both practical and scalable for the customer. You are expected to have strong storytelling abilities, framing data and outcomes in a way that resonates with executive audiences. You must be comfortable managing multiple priorities and deadlines in a fast paced, high intensity environment. You need to have a genuine passion for delivering outcomes that drive measurable business value for enterprise customers.

Nice to have

Experience in Human Resources, People Operations, or Talent Development is preferred, as this role interacts closely with leadership and employee experience initiatives. Background in coaching or consulting within executive leadership development is also favored, given the focus on growth and transformation. Familiarity with SaaS platforms and subscription based business models will help you ramp quickly on the technical side of the product. Experience working with enterprise clients in a regulated industry or highly sensitive cultural context is seen as an advantage. Comfort with data analysis and interpreting usage metrics will support your ability to demonstrate value and drive adoption. Any exposure to change management frameworks or organizational development methodologies is viewed positively. Experience presenting to senior executives and guiding them through complex narratives is a significant asset. Comfort with ambiguity and a bias for action is expected in a role that demands rapid iteration and continuous learning.

Practical notes

This position is full time and is based in London with a hybrid work arrangement that balances in office collaboration and remote focus. There are no specific hour requirements outlined beyond standard full time expectations. There is no travel requirement specified for this role at this time. No visa sponsorship information is provided in this job description. There are no published deadlines for applications in the provided source material.