Customer Success Manager, Betterworks
More information about location
OKR software
Job no longer available
OKR software
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To accelerate growth by supporting transparent goal-setting, enabling continuous performance, and learning from employee insights.
Role
Who you are
- 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 the job involves
- Our Customer Success Managers help customers by providing proven best practices so they can measure significant value from the Betterworks service. The Customer Success Manager is vital to the team, ultimately owning the customer relationship, account strategy, retention, and advocacy
- 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
Our take
Founded in 2013, BetterWorks' founders were committed to developing a new philosophy of work built around the OKR methodology of goal setting, continuous performance management, and employee engagement. The company now offers a cloud based software tool helping employees transparently set, track, and achieve results and organizational goals in line with broader management or organization projects.
The objectives and key results (OKR) sector is currently adapting to recent shifts toward hybrid and remote workforces - and traditional management tools have failed to deliver the required work and growth optimization for these more sprawling models. BetterWorks have solidified their OKR market-leading position, but perhaps more importantly, have secured a world-class Net Promoter Score of +88 - a high customer satisfaction rating suggesting this success is going to stick.
With additional funding raised in 2021 and a raft of high profile clients on board including Hulu, Air Canada, and ExxonMobil, BetterWorks' strategic focus going forward is on developing new integrations, AI, and analytics that will place them well ahead of the pack. This is particularly pertinent as efficiency-maximizing software looks set to become an increasingly vital and lucrative area of growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2021
$61m
LATE VC
Mar 2019
$51m
SERIES B
Total funding: $147m
Company benefits
- Countless wellness benefits
- Flexible PTO Policy
- Every second Friday of the month off
- Medical, vision and dental insurance
- Work from home setup reimbursement
- Maternity and baby-bonding leave
Company HQ
Menlo Park, CA
Leadership
Doug Dennerline
(CEO & Executive Chairman)BA from Arizona State in Business. Helped launch Skype Global Sales, and CEO at Alfresco from 2013-18. Became CEO of Betterworks in 2018.
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