Support Account Manager
This is a remote-first job opening, West coast (PT) working hours preferred. | Reports to: Leader, Customer Support Services

At Betterworks, we are dedicated to ensuring our customers' success by delivering exceptional experiences, results, and business value throughout their journey with us. We are seeking an experienced and results-driven Support Account Manager to join our team. In this pivotal role, you will be the key driver of signature support and service experiences for a select group of customers who have invested in our Signature Support Account Management offering.

About the Role:

As a Support Account Manager, you will be a strategic partner to the Customer Success team, managing the ongoing product support relationship for up to 5 Betterworks customers throughout their entire lifecycle. Your mission will be to drive the adoption and technical success of the Betterworks solution, acting as the primary point of contact for all product support issues. You will collaborate with the product and engineering teams to resolve challenges, refine configurations, and enhance the value customers derive from our platform.

In addition to product & technical support, you will assist customers with ongoing configuration needs, survey design, and the creation of custom in-product guides tailored to support their unique Betterworks programs.

Key Responsibilities:

• Own the customer support relationship: Act as the dedicated product support partner for assigned customers, collaborating closely with the Customer Success team to ensure customer satisfaction and success.
• Drive product adoption and value: Help customers realize the full potential of the Betterworks solution by facilitating adoption, improving product usage, and advancing their technical maturity.
• Collaborate with Program Architects: During implementation and beyond, work closely with Program Architects to understand and refine each customer's Betterworks configuration as their program evolves.
• Troubleshoot and escalate product issues: Provide expert support on product functionality, recommend solutions, and escalate complex issues to the Product Management and Engineering teams as needed.
• Manage customer support queue: Deliver timely and prioritized support responses, ensuring that customer queries are handled efficiently and effectively.
• Design and maintain custom in-product guides: Become an expert in creating, maintaining, and evolving custom in-product guides to meet the specific needs of each customer’s Betterworks program.
• Support the broader customer base: As needed, assist the Customer Success team by addressing day-to-day product questions and challenges that benefit a wider audience.

What We’re Looking For:

We’re seeking a highly motivated individual with a passion for customer success, strong technical aptitude, and excellent communication skills. The ideal candidate thrives in a fast-paced environment, has experience managing complex customer relationships, and is comfortable explaining sophisticated technical concepts in simple terms.

Required Qualifications:

• 3-5 years of experience in Support or Technical Account Management within the Performance Management or OKR markets, serving Enterprise or Strategic accounts.
• Exceptional written and verbal communication skills, with the ability to translate complex technical ideas into clear, actionable insights for non-technical stakeholders.
• Proven track record of managing multiple priorities and meeting tight deadlines while maintaining high productivity.
• Demonstrated ability to build strong, lasting relationships with key customer stakeholders, driving mutual success and long-term results.
• Deep understanding of the latest trends in customer service, metrics, and technology.
• Experience with tools such as Jira, Zendesk, SQL, and remote assistance products.
• Prior experience with Pendo or other custom-guide development software is a plus.

What We All Do

All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures.

All employees are required to participate in information security awareness and training programs.

All employees are responsible for handling data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures.

All employees have a responsibility for reporting information security incidents in accordance with information security policies and procedures.

Why Join Us?
At Betterworks, you’ll be part of a dynamic, customer-focused team that is shaping the future of performance management. If you’re passionate about helping customers succeed and thrive in a challenging, fast-paced environment, we’d love to hear from you!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to an inclusive and diverse BetterWorks. We believe that different perspectives lead to better ideas, and better ideas allow us to understand better the needs and interests of our diverse, global BetterWorks Community. We welcome people of different backgrounds, experiences, abilities, and perspectives and are an equal-opportunity employer.