Customer Success Strategy and Operations Manager
Customer Success Strategy and Operations Manager
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Job Description
Lets face it a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.
We do. We cant cram it all in here but youll start noticing it from the first interview.
Even our candidate experience is different. And when you get an offer from us (and accept it) you get way more than a paycheck. You get a personal BetterUp Coach a development plan a trained and coached manager the most amazing team youve ever met (yes each with their own personal BetterUp Coach) and most importantly work that matters.
This makes for a remarkably focused and fulfilling work experience. Frankly its not for everyone. But for people with fire in their belly its a game-changing career-defining soul-lifting move.
Join us and we promise you the most intense and fulfilling years of your career doing life-changing work in a fun inventive soulful culture.
If that sounds excitingand the job description below feels like a fitwe really should start talking.
The Revenue Operations team is seeking a Customer Success Strategy and Operations Manager to empower our Customer Success and People Insights teams to achieve our company goals. Reporting to the Director of GTM Operations this role will oversee renewal reporting and forecasting territory planning process improvement and KPI tracking for our Customer Success and People Insights teams. This is a compelling opportunity for someone who enjoys a broad scope high impact and interaction with senior executives. We have HUB offices and this is a hybrid role that requires in-office presence. Please apply only if you can realistically commute to one of the locations listed on the application form at least two days a week.
What youll do:
Develop and implement customer lifecycle processes policies and performance metrics to support customer outcomes revenue retention and growth.
Design manage and deliver real-time reporting and data analyses on key metrics such as customer adoption sentiment churn and renewals leveraging data to identify trends and opportunities for business impact.
Drive data-driven decision-making by developing scalable dashboards and reporting frameworks that inform strategies for customer success retention and expansion.
Identify opportunities for process automation and optimization with a focus on scalability and leveraging data insights to drive growth.
Collaborate closely with Customer Success and People Insights leaders to develop training tooling and data reporting mechanisms that enhance operational efficiency.
Lead customer success initiatives by tracking performance through data visualization and ensuring alignment with senior leaderships strategic goals.
If you have some or all of the following please apply:
5 years of experience in B2B SaaS with a strong background in customer success operations analysis and data reporting.
Proven experience in managing large-scale data projects from gathering and analyzing data to delivering actionable insights that influence business outcomes.
Strong analytical skills with the ability to synthesize complex data into clear actionable insights and recommendations.
Experience in building and optimizing operational processes with a strong understanding of how to apply data analysis to improve efficiency and scalability.
Expertise in using data and analytics tools (e.g. Looker Google Sheets Vitally) to monitor performance and measure the success of post-sales strategies.
High cognitive agility with a growth mindset and a bias toward action; always pushing pace and team progress through data-informed decisions.
Experience working cross-functionally with internal stakeholders including VP and C-level with a focus on data-driven decision-making.
Commitment to high-quality work and craftsmanship with a strong attention to detail when it comes to data accuracy and reporting.
Perseverance and grit maintaining a positive attitude during challenging times and leveraging data to navigate uncertainty.
Strong internal compass and sense of duty with the courage to take ownership of CS- and PIC-led initiatives and outcomes.
This is a fantastic opportunity to make a significant impact on our GTM operations and strategy driving greater efficiency and success for the team.
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
5 Volunteer Days to give back
Learning and Development stipend
Company wide Summer & Winter breaks
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 dont 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.
At BetterUp we compensate our employees fairly for their work. Base salary is determined by job-related experience education/training residence location as well as market indicators. The range below is representative of base salary only and does not include equity sales bonus plans (when applicable) and benefits. This range may be modified in the future.
The base salary range for this role is $101400 $159768.
If you live in New York the base salary range for this role is:
$106512 $159768: New York City
$101400 $152200: Albany Buffalo Nassau Newburgh Rochester
Protecting your privacy and treating your personal information with care is very important to us and central to the entire BetterUp family. By submitting your application you acknowledge that your personal information will be processed in accordance with our Applicant Privacy Notice. If you have any questions about the privacy of your personal information or your rights with regards to your personal information please reach out to
Required Experience:
Manager
Employment Type
Full-Time
