Key Accounts Customer Success Manager, BetterUp

• Proven success managing strategic, high-stakes customer relationships within global enterprise environments, including C-suite stakeholders across HR, Operations, and Business Units
• Experience with complex SaaS ecosystems—especially in Human Capital Management, Employee Experience, or Organizational Effectiveness
• Track record of delivering measurable value through structured frameworks, such as Business Value Reviews, ROI storytelling, or health assessments
• Demonstrated AI fluency—both in using tools (e.g., ChatGPT, workflow automation) to enhance productivity and in helping clients adapt to new ways of working through AI
• Consultative and prescriptive approach with the ability to challenge clients constructively, ground expectations, and steer strategic outcomes without losing trust
• Multi-threaded project and relationship management experience, including leading cross-functional workstreams across internal teams, external stakeholders, and global time zones
• Strong business acumen and vertical-specific knowledge, with the ability to quickly understand customer-specific challenges and translate platform capabilities into strategic solutions
• Inspirational influence and executive presence, with the ability to shift mindset, spark behavior change, and elevate BetterUp’s thought leadership in key conversations
• Proactive, adaptable mindset—you anticipate challenges before they arise and leverage innovation to drive efficiency, scale, and customer delight
• Travel expectations 25-50%
• SaaS Industry Experience (Required):
• 3–6 years total experience with direct Customer Success roles in a SaaS environment
• Demonstrated success in value realization, customer engagement, and driving retention
• Consulting Experience (Preferred, Light):
• 2–4 years in management consulting, strategy, or tech consulting
• Should bring structured problem solving, client-facing poise, and strategic thinking—but not be so heavily rooted in consulting that they lack operational experience
• Customer Ownership & Strategic Account Management:
• Proven ability to own a book of business and manage the post-sale lifecycle, ideally for mid-market or enterprise accounts
• Comfort working with cross-functional stakeholders (e.g., Sales, Product, Marketing) to deliver end-to-end customer value
• Key Competencies
• Retention & Value Delivery:
• A track record of driving customer outcomes that translate into renewals and upsell opportunities
• Experience in proactive account planning and customer health monitoring
• GTM & Product Partnership:
• Has played a role in feedback loops between customers and Product/GTM teams
• Able to influence roadmap conversations and translate customer needs into product insights
• Operational Rigor & Adaptability:
• Strong project or program management chops—able to navigate ambiguity, juggle priorities, and pivot quickly when needed

Desirable

• Executive Relationship Orchestration
• Build and deepen strategic, executive to senior-level partnerships across global key accounts
• Expand multi-threaded sponsorship by identifying and cultivating new champions and influencers in new parts of the business
• Position BetterUp as a transformation partner by aligning with the customer’s C-Suite objectives, vision and strategic priorities
• Value Stewardship
• Lead Business Value Reviews (BVRs) to showcase, define, measure, and communicate the value of BetterUp’s Human Transformation Platform aligned to customer outcomes mapped from the pre-sales cycle
• Co-develop strategic roadmaps that drive long-term value realization and business transformation anchored to adoption & utilization of the platform
• Guide BetterUp and customer teams toward shared success metrics through proactive planning and alignment
• Account Leadership
• Own customer health and retention across complex, multi-product customer engagements
• Identify early signals of risk or opportunity and drive cross-functional mitigation or acceleration strategies
• Serve as the voice of the customer internally, influencing BetterUp teams to prioritize client success
• Innovation & AI Enablement
• Leverage AI tools to streamline workflows, analyze trends, and enhance customer-facing deliverables
• Drive AI adoption internally and externally by modeling practical, effective use cases
• Continuously experiment and iterate on ways to increase scale, efficiency, and strategic insight using AI
• Narrative Building & Influence
• Craft compelling value narratives that link BetterUp’s platform to customer strategy and transformation goals
• Influence data-driven storytelling that drives urgency, alignment, and advocacy with our People Insights Consultants (PICs)
• Influence senior stakeholders to take bold action in support of long-term impact
• Market & Product Insights
• Capture and share actionable customer insights that inform BetterUp’s product and go-to-market strategy
• Identify patterns and themes across accounts to surface scalable opportunities and risks
• Advocate for the evolving needs of enterprise clients to shape platform innovation and services
• Change Leadership & Strategic Agility
• Lead customers through complexity and organizational change with confidence and empathy
• Thrive in ambiguity and adapt quickly to shifting priorities or business environments
• Champion new ways of working, continuously improving processes and outcomes through innovation