Senior Customer Success Manager
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Job Description
Senior Customer Success Manager focusing on enterprise customer relationships at Bettercomp. Managing onboarding through renewal to ensure business value delivery.
Responsibilities:
- Manage a book of enterprise customers with a focus on driving business value from onboarding through renewal
- Able to communicate with all levels within a customer’s organization to develop trusted relationships with executive sponsors, primary contacts, and end-users
- Promote customer delight and loyalty by developing an understanding of their key HR / Compensation objectives and helping them achieve those objectives using Bettercomp
- Ensure customers are aware of product updates and new features that are key to enhancing or increasing value delivery
- Champions' adoption of AI tools and workflow improvements that increase team efficiency; models curiosity and experimentation
- Develop and maintain deep platform expertise to guide customers through Bettercomp's capabilities and support the successful execution of cyclical compensation processes
- Participate in the initial product implementation as part of the Bettercomp implementation team (you’ll be a co-pilot during the implementation phase)
- Create a seamless experience for customers as they navigate early onboarding and ongoing product adoption
- Function as a communications liaison between customers and internal teams post-implementation
- Proactively monitor and manage customer health, risk, opportunities, and renewals
- Identify process improvement opportunities, draft solutions, and advocate for change
- Contribute to helping build our Customer Success function and processes
- Use internal team tools to keep track of work progress
- Other projects as needed
Requirements:
- Minimum of 10 years of experience in a Customer Success Manager role for a SaaS company in the Compensation industry, or 10 years of direct experience in a compensation consultant or practitioner role for large enterprise companies
- Proven track record of owning customer relationships throughout the lifecycle
- Tech-savvy to be able to align Bettercomp product functionality with complex customer requirements
- Ability to advise and share best practice approaches with enterprise compensation teams
- Excellent communication skills (verbal and written), with the ability to navigate tough interactions
- Exceptional ability to nurture positive business relationships
- Understand complex customer compensation concerns and needs regarding the use of Bettercomp, and the ability to collaborate on troubleshooting issues as needed
- Excellent problem-solving skills for tackling the most complex situations
- Integrity and ability to show the highest level of confidentiality when working with sensitive data
- Proven success in a collaborative, team-oriented environment
- High level of integrity and commitment to scale an early-stage business
- Ability to work remotely and stay focused
- Experience with Excel, Google Suite, and Salesforce is a plus.
Benefits:
- Competitive compensation package that includes:
- Equity
- Flexible PTO, generous company holidays
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
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