Senior Vice President, Customer Success

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.

We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.

Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.

This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.

If that sounds exciting—and the job description below feels like a fit—we really should start talking.

We are looking for a Senior Vice President of Customer Success to join our Go-To-Market (GTM) leadership team. This role will lead our global Customer Success teams who are focused on clients from the Global 500 through SMB. They are responsible for developing innovative and scalable customer engagement strategies to drive maximum adoption and value realization.

This is an exciting time at BetterUp as we embark on the next phase in our growth and strategy to deliver the Human Transformation Platform. Innovation is a core focus area for this team. We are looking for a leader who thrives in a dynamic, fast-paced environment where the business is constantly evolving.

What You’ll Do

• Participate in process innovation, development, and rollout across the broader Post-Sales team, ultimately driving efficiency and scalability of the team.
• Leverage data analytics to proactively identify hot spots and develop remediation plans.
• Monitor the health and progress of your team’s customers, and coach CSMs on account management strategies.
• Attract, develop, and retain world class talent as we scale the CS function.
• Drive a bi-directional communication process with the product team to ensure we are delighting our customers from a product standpoint; both in ease of use and functionality.
• Support CSMs by participating in client meetings to ensure retention and growth of existing customers.
• Establish and actively manage key KPI’s for the function.
• Develop executive level relationships with customers.
• Set the tone for a differentiated and transformative client experience which represents BetterUp Mission and Values; by segment from the Global 500 through SMB and everything in between.
• Develop innovative and scalable customer engagement strategies to drive maximum adoption and value realization, including a digital touch capability for the mid-market.
• Be a key leader in the overall BetterUp extended leadership team (top 50 executives) bringing thought leadership to the community, instilling and driving a culture of extreme ownership that's needed to help BU scale to $1B and beyond.
• Consistently develop your team by leading and modeling our best practices for managing the customer journey.
• Drive overall strategy and execution in Customer Success team.
• Serve as an escalation point for CSMs and their customers.

If you have some or all of the following, please apply:

• Low-ego collaborator that facilitates cross-functional collaboration to build trust across the organization through strong listening and a company-first mindset.
• Track record of attracting, developing and retaining top talent
• Track record of building and managing high performance teams that are effective in creating and providing value for customers
• Worked previously in high-growth and high-performance settings. Mix of SaaS andServices preferred.
• Implement systems for scale, i.e., has knowledge of tools to automate processes in order to optimize the efficacy of the CS organization
• 5+ years of CS leadership experience primarily in non-renewal focused CS organizations
• Experience creating capabilities ahead of need and maximizing ability to deliver value to the business.
• Executive presence and ability to influence across the organization
• 5+ years executive leadership experience with a preference of global experience

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.

• A competitive compensation plan with opportunity for advancement
• Access to BetterUp coaching; one for you and one for a friend or family member
• 5 Volunteer Days to give back
• Company wide Summer & Winter breaks
• Learning and Development stipend
• 401(k) self contribution
• Year-round charitable contribution of your choice on behalf of BetterUp
• All federal/statutory holidays observed
• Per year:
• 4 BetterUp Inner Work days (https://www.betterup.co/inner-work)
• Medical, dental and vision insurance
• Flexible paid time off

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.

BetterUp Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, BetterUp Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At BetterUp, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future.

The base salary range for this role is $216,000– $360,000.

If you live in New York, the base salary range for this role is:

$240,000 – $360,000: New York City

$228,000 – $342,000: Nassau, Newburgh

$216,000 – $324,000: Albany, Buffalo, Rochester, Syracuse

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