Betterup

Director of Customer Success

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What Betterup is looking for in applicants

At BetterUp, we give people the coaching, support, and push they need to reach peak performance and unlock their limitless potential, in all they do, personally and professionally. We work with world-class experts and Coaches, pioneer innovative technology, and foster human touch at scale to fuel the BetterUp experience, and make growth and development achievable for all. We believe that practicing strong mental fitness is a never-ending practice of maintaining and building the strengths that precede health, happiness, and success. 

And we’re looking to build out a diverse and ambitious team of go-getters to join us as we grow. Exciting opportunities lie ahead, as well as work that makes a real difference — not only in the lives of others, but for your own personal and professional growth, too. Join us as we continue to bring BetterUp to more people everywhere, and create impactful change for our members and for you. 

The Director - Customer Success contributes to the mission of BetterUp by leading, building, and developing a team of Customer Success Managers who ensure that our customers and members receive the full value of the BetterUp platform.  This person leads the team's efforts throughout the customer journey to ensure we are our client’s key strategists, consultants, and growth planners. This person will bring to the team inspired leadership, relationship mastery, executive presence, and experience building teams.  You will lead differentiating client engagement activities which help transform our client organizations through their people.  You will partner closely with Account Management and Deployment teams to drive adoption, renewals, and expansions.

What you’ll do:

  • Support CSMs by participating in client meetings to ensure retention and growth of existing customers. 
  • Mentoring and development of the CSMs on their team which includes 1:1’s, coaching, recruiting, hiring and training new Customer Success Managers on the post sales process.
  • Consistent development of their team by leading and modeling our best practices for managing the customer journey.  
  • Monitor the health and progress of their team’s customers, and coach CSMs on account management strategies.
  • Escalation point for their CSMs and their customers.
  • Participate in process innovation, development, and rollout across the broader Customer Success team, ultimately driving efficiency and scalability of the team.

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

  • Experience leading others, ideally a Customer Success team 
  • Consistent track record of driving utilization, NPS, and retention of customers.
  • 10+ years total experience
  • Direct experience supporting or consulting large enterprise customers (required)
  • Prior experience in L&D / HR / talent or transformation work (ideal, not required)

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. 

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

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.

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What is Betterup looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
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