Note: We are only considering candidates based in the Western US. No relocation is offered.

Join our Betterworks Customer Success team and help our customers close the loop between people, strategy, and results. We’re viewed as one of the best CS teams in the business - don’t just take our word for it, read our G2 Crowd Reviews or ask about our NPS Scores. Our CSMs help customers by providing proven best practices so they can measure significant value from the Betterworks service. The Customer Success Manager is a vital role on the team and within the company, ultimately owning the customer relationship, account strategy, retention, and advocacy.

Key Responsibilities:

  • Establish a trusted/strategic advisor relationship with your customers by building a program vision and providing value throughout the customer partnership as they deliver on their program roadmap
    • Engage closely with the Program Lead and Executive Sponsor at each customer, as well as other strategic leaders that influence the direction of the program
  • Act as the voice of the customer internally. As the steward of the customer relationship, a CSM is expected to work cross-functionally with Marketing, Sales, Product, and Support, and Engineering to ensure a consistent and strong customer message is embedded in our processes
  • Identify and forecast expansion opportunities and partner with Sales to successfully close such opportunities 
  • Creatively analyze and drive adoption within the customer base, including engaging departmental leaders who are utilizing the solution well as well as those whose adoption is lacking
  • Plan and deliver executive business reviews and Steering Company Meetings
  • Diagnose program risks and take action to solve or mitigate such risks
  • Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc
  • Monitor and achieve group KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS
  • Accurately manage and forecast quarterly renewal and upsell opportunities
  • Partner with our Professional Services team to support new implementations

Experience & Skills:

  • 3-5 years of prior experience in enterprise Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention in a client-facing role
  • Domain expertise within HR Talent Management or Business Strategy & Planning
  • Understand the SaaS business model and have experience delivering and implementing SaaS solutions for enterprise customers
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • Impeccable written and verbal communication skills
  • Experience with a CRM such as Salesforce and/or Gainsight
  • Self-starter with success working in a fast-paced, high-intensity startup environment

What’s In It for You:

  • We invest in our team members: Professional Development is discussed from day one and you’ll be strongly encouraged to own a development OKR each quarter and supported to make time for it
  • We take onboarding seriously. We’ll work with you to get up to speed in 90 days and support you with onboarding buddies
  • You’ll work in an exciting product space with great customers, talented colleagues in a culture that encourages/rewards improvement as a team
  • We’ll cherish your diversity; we firmly believe it makes us better as a team
  • You’ll contribute to a vibrant company culture with frequent virtual team building events
  • We encourage everyone to be a CEO by joining cross-functional teams such tackling topics such as events, diversity, and volunteering
  • Home office, internet, and cell phone reimbursement
  • Unlimited PTO
  • Mentoring Opportunities with senior CS team members, slack groups for almost every area of interest, project, and cross-functional team participation is highly encouraged, DEI, volunteering, and other activities that make a career in Betterworks CS fun and rewarding!

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