About Betterworks

Join our Betterworks remote Customer Success team and help our customers close the loop between people, strategy, and results. We’re viewed as one of the best CS teams in the business - don’t just take our word for it, read our G2 Crowd Reviews or ask about our NPS Scores. 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 plays a vital role within the team, ultimately owning the customer relationship, account strategy, retention, and advocacy.

The candidate must be located in the Central Time Zone.

About The Remote Role

• 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.

• Analyze and drive adoption creatively 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.

What We Look For

• 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’s In It for You

• We invest in our team members: Professional development is a key focus, and you’ll be strongly encouraged to set and own development "goals" each quarter, with full support to prioritize and make time for it.

• We take onboarding seriously. We’ll work with you to get up to speed in 90 days and support you with onboarding buddies.

• You’ll work in an exciting product space with great customers and talented colleagues in a culture that encourages/rewards improvement as a team.

• We’ll cherish your diversity; we firmly believe it makes us better as a team.

• You’ll contribute to a vibrant company culture with frequent virtual team-building events.

• We encourage everyone to be a CEO by joining cross-functional teams and tackling topics such as events, diversity, and volunteering.

• Mentoring Opportunities with senior CS team members, Slack groups for almost every area of interest, project, and cross-functional team participation are highly encouraged, as well as other activities that make a career in Betterworks CS fun and rewarding!

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.

What Makes Betterworks Unique?

At Betterworks, we prioritize our people. In that spirit, we’ve put together a great benefits program to support our employees’ health and wellness that includes the following:

» Leadership: CEO Doug Dennerline is truly a mission-driven leader. He has been a sales leader for over 25 years and has a direct impact on the work people do every day.

» Funding: $129 million, Series B with top tier investors, including Kleiner Perkins, Emergence Capital, and 8VC.

» Board of Directors: Includes iconic executive John Doerr (former President and CEO of Google), Bruce Felt (Founder of Renaissance Software and a servant leader to various private and public companies), Bing Gordon (Technology Venture Capitalist and history of serving on several high-profile Boards of Directors including Amazon, Duolingo and Zynga) and Jason Green (Founder Emergence Capital and Greenbridge Foundation).

» Perks: 100% paid Medical/Vision/Dental for employees, Flexible time off, Parental Paid Leave policy, monthly internet stipend, flex days, and more.

» Product: Named to the Brandon Hall Group Excellence in Technology Awards in the Best Advance in Performance Management Technology category for its Advanced Analytics capability.

» Mission Driven: Our mission is to provide the expertise and technology that companies need to inspire, develop, and activate their workforce to meet today’s goals and be ready for tomorrow’s challenges.

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.