Key Accounts Customer Success Manager, EMEA

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employeremployee relationship.

We do. We can’t cram it all in here, but you’ll 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 you’ve 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, it’s not for everyone. But for people with fire in their belly, it’s a gamechanging, careerdefining, soullifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing lifechanging work in a fun, inventive, soulful culture.

If that sounds exciting—and the job description below feels like a fit—we really should start talking.

What You’ll Do

Executive Relationship Orchestration

• Build and deepen strategic, executive to seniorlevel partnerships across global key accounts.

• Expand multithreaded sponsorship by identifying and cultivating new champions and influencers in new parts of the business

• Position BetterUp as a transformation partner by aligning with the customer’s CSuite objectives, vision and strategic priorities.

• Value Stewardship

  • Lead Business Value Reviews (BVRs) to showcase, define, measure, and communicate the value of BetterUp’s Human Transformation Platform aligned to customer outcomes mapped from the presales cycle.

  • Codevelop strategic roadmaps that drive longterm value realization and business transformation anchored to adoption & utilization of the platform.

  • Guide BetterUp and customer teams toward shared success metrics through proactive planning and alignment.

  • Account Leadership

    • Own customer health and retention across complex, multiproduct customer engagements.

    • Identify early signals of risk or opportunity and drive crossfunctional mitigation or acceleration strategies.

    • Serve as the voice of the customer internally, influencing BetterUp teams to prioritize client success.

    • Innovation & AI Enablement

      • Leverage AI tools to streamline workflows, analyze trends, and enhance customerfacing deliverables.

      • Drive AI adoption internally and externally by modeling practical, effective use cases.

      • Continuously experiment and iterate on ways to increase scale, efficiency, and strategic insight using AI.

      • Narrative Building & Influence

        • Craft compelling value narratives that link BetterUp’s platform to customer strategy and transformation goals.

        • Influence datadriven storytelling that drives urgency, alignment, and advocacy with our People Insights Consultants (PICs)

        • Influence senior stakeholders to take bold action in support of longterm impact.
          

        • Market & Product Insights

          • Capture and share actionable customer insights that inform BetterUp’s product and gotomarket strategy.

          • Identify patterns and themes across accounts to surface scalable opportunities and risks.

          • Advocate for the evolving needs of enterprise clients to shape platform innovation and services.
            

          • Change Leadership & Strategic Agility

            • Lead customers through complexity and organizational change with confidence and empathy.

            • Thrive in ambiguity and adapt quickly to shifting priorities or business environments.

            • Champion new ways of working, continuously improving processes and outcomes through innovation.
              

            • What We’re Looking For

              • Proven success managing strategic, highstakes customer relationships within global enterprise environments, including Csuite stakeholders across HR, Operations, and Business Units.

              • Experience with complex SaaS ecosystems—especially in Human Capital Management, Employee Experience, or Organizational Effectiveness.

              • Track record of delivering measurable value through structured frameworks, such as Business Value Reviews, ROI storytelling, or health assessments.

              • Demonstrated AI fluency—both in using tools (e.g., ChatGPT, workflow automation) to enhance productivity and in helping clients adapt to new ways of working through AI

              • Consultative and prescriptive approach with the ability to challenge clients constructively, ground expectations, and steer strategic outcomes without losing trust.

              • Multithreaded project and relationship management experience, including leading crossfunctional workstreams across internal teams, external stakeholders, and global time zones.

              • Strong business acumen and verticalspecific knowledge, with the ability to quickly understand customerspecific challenges and translate platform capabilities into strategic solutions.

              • Inspirational influence and executive presence, with the ability to shift mindset, spark behavior change, and elevate BetterUp’s thought leadership in key conversations.

              • Proactive, adaptable mindset—you anticipate challenges before they arise and leverage innovation to drive efficiency, scale, and customer delight.

              • Travel expectations 2550%

                Ideal Profile:

                • SaaS Industry Experience (Required):

                  • 3–6 years total experience with direct Customer Success roles in a SaaS environment.

                  • Demonstrated success in value realization, customer engagement, and driving retention.
                    

                  • • Consulting Experience (Preferred, Light):

                      • 2–4 years in management consulting, strategy, or tech consulting.

                      • Should bring structured problem solving, clientfacing poise, and strategic thinking—but not be so heavily rooted in consulting that they lack operational experience.
                        

                      • • Customer Ownership & Strategic Account Management:

                          • Proven ability to own a book of business and manage the postsale lifecycle, ideally for midmarket or enterprise accounts.

                          • Comfort working with crossfunctional stakeholders (e.g., Sales, Product, Marketing) to deliver endtoend customer value.

                          • • Key Competencies

                              • Retention & Value Delivery:

                                • A track record of driving customer outcomes that translate into renewals and upsell opportunities.

                                • Experience in proactive account planning and customer health monitoring.
                                  

                                • • GTM & Product Partnership:

                                    • Has played a role in feedback loops between customers and ProductGTM teams.

                                    • Able to influence roadmap conversations and translate customer needs into product insights.
                                      

                                    • • Operational Rigor & Adaptability:

                                        • Strong project or program management chops—able to navigate ambiguity, juggle priorities, and pivot quickly when needed.

                                        • • Preferred Soft Skills

                                            • Executive Presence & Communication: Polished communicator comfortable interfacing with senior stakeholders.

                                            • CollaborationFirst Mindset: Works crossfunctionally and can rally internal teams around customer goals.

                                            • 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

                                              • Flexible paid time off

                                              • Per year:

                                                • All countryfederal holidays observed

                                                • 4 BetterUp Inner Workdays (https:www.betterup.coinnerwork)

                                                • 5 Volunteer Days to give back

                                                • Learning and Development stipend

                                                • Company wide Summer & Winter breaks

                                                • • Yearround charitable contribution of your choice on behalf of BetterUp

                                                  • 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 don’t 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.

                                                    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 support@betterup.co

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