Sr. Customer Success Manager

Sr. Customer Success Manager
Onsite | St. Paul, MN

BetterYou is a Healthy Habits Companion on a mission to help you achieve your goals. To date we’ve helped thousands of people get an extra 30 minutes of sleep each night, improve their talk time with friends by 10 minutes each day, or get another workout every week. ​​From great products to long-lasting companies, we believe that nothing great is made alone—come build with us!

The Customer Success team touches every piece of the customer experience, from new business interactions to renewals, connecting the dots from contracting through product delivery and beyond. As BetterYou continues to build new products and offerings we also have a need for an experienced Senior Customer Success Manager. As the Senior Customer Success Manager you will focus on building and guiding our large, multi-location customer through a comprehensive BetterYou wellness strategy. As their Sr CSM you will be responsible for building strong relationships with our customers to become their trusted advisor and partner. You will play a crucial role in ensuring our customers' success and satisfaction. You will work closely with the Customer Success Leadership team to develop and execute strategies that drive customer adoption, retention, and growth.

This role will work in our Saint Paul office 4 days per week. Friday’s the team works remotely.

WHAT YOU’LL DO:

• Oversee all stages of the post-sales customer journey for a large client with multiple locations and a complex organizational structure.
• Create and implement strategies, processes, and best practices for customer success, focusing on high customer satisfaction and optimal license utilization.
• Work closely with cross-functional teams such as Sales, Product, Marketing, and Support to ensure a smooth member experience and achieve champion goal success.
• Develop and execute targeted promotional campaigns to increase app sign-ups and customer engagement.
• Examine customer data, usage trends, and feedback to pinpoint opportunities for product adoption and enhance value during business reviews.
• Serve as the escalation point for complex customer issues, collaborating with various teams to resolve them efficiently and effectively.
• Partner with the Customer Success Leadership team to design and deliver customer success initiatives such as onboarding, training, executive engagements, and advocacy programs.
• Stay informed about industry trends, best practices, and emerging technologies in the SaaS wellness sector, sharing knowledge and integrating relevant strategies with the team.
• Travel up to 25% to engage with key stakeholders, promote sign-ups, and support the partnership across many locations.

Requirements

WHAT WE’RE LOOKING FOR:

• 5+ years in Customer Success or Account Management with 3-5 years of experience in an Enterprise or Government focused role with multi-location customer success.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Demonstrated ability to develop and execute customer success strategies that drive customer satisfaction, retention, and growth.
• Analytical mindset with the ability to leverage customer data to derive insights and make data-driven decisions.
• Strong problem-solving and decision-making skills, with the ability to handle complex customer issues effectively.
• Familiarity with basic database architecture + data analysis experience with an emphasis on data visualization.
• Familiarity with Android a/o iOS mobile devices + apps
• Familiarity with customer success platforms and tools (e.g., CRM systems, customer engagement software) is a plus.
• Familiarity with the health and wellness industry and government programs is a plus.
• Experience working at an agile startup is a plus.
• Results-oriented mindset with a focus on meeting and exceeding customer success metrics and goals as well as a passion for customer success and driving positive customer experiences.

Benefits

Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401(k) Matching
• Uncapped Paid Time Off (15 Day Minimum)
• Family Leave (Maternity, Paternity, Illness)
• Short Term & Long Term Disability
• Culture Bonus
• Retention Bonus
• Office-First Workplace with Flexibility
• Commuter Benefit
• Stock Option Plan

Working at BetterYou

At BetterYou, we celebrate and support our differences. We know employing a team rich in diverse backgrounds, experiences, and perspectives allows our employees, product, and community to flourish. BetterYou is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, or Veteran status.

Learn more about BetterYou at https://www.betteryou.ai/