Job details
Job type full-time
Full job description
The betterworks customer success (cs) team is dedicated to delivering a world-class experience to our customersWe help customers embrace quarterly and transparent goal-setting, adopt performance management best practices, and ultimately generate significant value from the betterworks solutionThe commercial customer success manager (csm) is a vital, customer-facing role within the team, ultimately owning the customer onboarding and team relationship with our mid-market accountsThe commercial customer success manager role reports to the vp of customer success.
Key responsibilities:
Establish a trusted advisor relationship with your customers by building a program vision and providing value throughout the customer partnership as they deliver on their program roadmap.
Respond to program questions from customers directly or route questions to appropriate resources for training or support.
Engage closely with the program lead and executive sponsor during customer onboarding.
Act as the voice of the customer internallyAs the steward of the customer relationship, a csa is expected to work cross-functionally with marketing, sales, product, 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.
Creatively analyze and drive adoption within the mid-market customer base via automated scoring and calls to action.
Diagnose program risks and take action to resolve 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.
Required experience & skills
2+ years of experience in customer success, consulting, sales or related field
Exceptional client management and communications skills
Understand the saas business model and have experience delivering and implementing saas solutions for enterprise customers.
Familiarity working with mid-market customers.
Strong presentation, meeting facilitation, and written communication skills
Strong powerpoint and excel skills
Preferred experience & skills
Hr/people ops knowledge, specifically in performance management or hr systems
Experience with gainsight, jira, tableau, salesforce, and zendesk desired
Consistently demonstrates:
Commitment to high-quality work
Passion for customer success
Attention to detail
Ability to manage multiple priorities
Effective communication style
About betterworks
Betterworks closes the loop between people, strategy, and results, enabling organizations to align even their most sprawling, dynamic teamsIndustry leaders such as intuit, freddie mac, asurion, udemy, vertiv, hcsc, and the university of phoenix rely on betterworks to accelerate strategic growth by supporting transparent goal-setting, enabling continuous performance, and gleaning real-time employee engagement insights.
Betterworks is backed by kleiner perkins and emergence capitalJohn doerr, iconic investor, okr pioneer, and author of new york times best seller `measure what matters,` is a board member, and josh bersin, global hr thought leader, serves as an advisor.
Why betterworks
At betterworks, we prioritize our peopleIn that spirit, we’ve put together a great benefits program to support our employees’ health and wellness that includes the the following:
Health benefitsEmployer paid comprehensive medical, dental, and vision insurance; employer paid life, long-term disability, short-term disability insurances
Rest and relaxationSecond friday of the month off, end of year shutdown, flexible pto policy
Family and parentingOne hour/day calendar blocks for personal time, 12 weeks paid parental leave
Learning and developmentFree courses from top learning and upskilling platforms to support both your career goals and personal passions
Discounts and perksDiscounts on health & wellness, travel, television, internet & cell phone, entertainment and moreReimbursements for work-from-home setup and internet.
We are an equal opportunity employer and value diversity at our companyWe do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability statusWe are committed to an inclusive and diverse betterworksWe believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global betterworks communityWe welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
Job type: full-time
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Posted 10 days ago
