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Enterprise Customer Success Manager, EMEA

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee 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 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 exciting—and the job description below feels like a fit—we really should start talking.

The Enterprise Customer Success Manager, EMEA role contributes to the mission of BetterUp by ensuring that our customers and members receive the full value out of the BetterUp platform and experience. This position is based in our London, UK office. This is a hybrid role and you must be able to go to the office a minimum of 2/days per week. The role supports our distribution strategy by driving customer value, increasing the measurable and perceived value that customers receive from the BetterUp platform. Our Customer Success Managers (CSMs) are our clients’ key strategists, consultants, and growth planners. CSMs partner with the Account Management and Implementation teams to drive adoption and deliver on value, which creates strong business cases for renewals and expansions. Core skills to be successful in this role include, but are not limited to; leadership skills, client service orientation, strategic consulting, project management, relationship mastery, problem-solving, and storytelling.

What you’ll do:

  • Relationship Building:  Build rapport and expand customer/executive sponsorship, creating new champions while also fostering relationships with existing champions.

  • Prospection & Coordination:  In this role, the CSM is a champion of deeply understanding how BetterUp can solve business problems for our customers and aligns our solutions and internal resources to support each customer’s needs.

  • Account Health:  Be a true champion of account health, taking action on early warning signals; escalates to leadership appropriately. Ensures best-in-class program engagement across all programs regardless of size, teeing Account Managers up for expansions ahead of the renewal period. 

  • Value Delivery: Create thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations or ways to serve globally while balancing ROI, scale, and time to market.  

  • Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results. Quarterback customer-centric projects or customizations as required.

  • Manage relationships with program sponsors and day-to-day partners while teaming with your Global Account Partners to increase the breadth and depth of relationships. Become a true advocate of your customer’s best interest internally at BetterUp as well as with the customer’s of BetterUp.

  • Understand customer strategy and challenges; align BetterUp’s Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and value.

  • Contribute to the evolution of our product & product functionality, product marketing, and internal and customer best practices 

  • Ability to travel for up to 20% of the time.

If you have some or all of the following, please apply:

  • Previous experience building deep relationships with customers, stakeholders, and client teams, including at the Executive level. Must have previously served as the main point of contact for customers. 

  • Strong experience keeping customers’ expectations grounded in reality, and pushing back while maintaining a positive relationship. Must be able to be prescriptive, consultative, and credible. 

  • Project management experience and/or experience managing multiple projects with multiple stakeholders at once.

  • Must have demonstrated ability to build industry or company-specific knowledge and business acumen and engage with senior leadership of large organizations.

  • Previous experience balancing multiple priorities, including long term strategy with immediate customer needs, as well as aligning commercial outcomes with broader account needs 

  • Strong experience inspiring customers to do something different. Should have eperience consulting or managing customers in a solution that required behavior change of end-users. 

  • Experience with high-value books of business, multi-product platform deployments, the HCM SaaS space, or Talent disciplines are also highly valued.

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 federal/statutory holidays observed

    • 4 BetterUp Inner Workdays (https://www.betterup.co/inner-work)

    • 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

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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Average salary estimate

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What You Should Know About Enterprise Customer Success Manager, EMEA , BetterUp

Join BetterUp as an Enterprise Customer Success Manager for the EMEA region and take part in our mission of transforming the human experience at work. In this hybrid role, you'll become an integral part of our London team, where every day will be filled with engaging and meaningful work. As a Customer Success Manager, your main goal is to ensure our customers unlock the full potential of the BetterUp platform. You’ll be the key strategist and consultant, guiding clients through their journeys while fostering relationships with stakeholders. By understanding their business objectives and challenges, you'll craft tailored solutions that maximize their value from our platform. With your leadership, relationship-building, project management, and problem-solving skills, you'll drive customer satisfaction and foster long-term partnerships. Plus, you’ll be part of an incredible team with personalized coaching and development plans in place to help you thrive! If you're someone who takes initiative, values collaboration, and strives for innovation, we can't wait to meet you. This is a chance to be part of something transformative—let's discuss how the Enterprise Customer Success Manager role at BetterUp could become the turning point in your career.

Frequently Asked Questions (FAQs) for Enterprise Customer Success Manager, EMEA Role at BetterUp
What are the main responsibilities of an Enterprise Customer Success Manager at BetterUp?

As an Enterprise Customer Success Manager at BetterUp, you will drive customer value through effective relationship building, strategic consulting, and problem-solving. You'll ensure clients maximize their experience with the BetterUp platform, manage account health, offer value-based recommendations, and engage in project management. Your role is crucial in fostering strong relationships and helping clients align their success with BetterUp’s solutions.

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What qualifications are needed to become an Enterprise Customer Success Manager at BetterUp?

To excel as an Enterprise Customer Success Manager at BetterUp, you should have previous experience in building relationships with clients, particularly at the executive level. Strong project management skills and the ability to balance multiple initiatives are essential. Experience in consulting, strategic thinking, and industry-specific knowledge will also help you succeed in this dynamic role.

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How does the Enterprise Customer Success Manager at BetterUp drive customer value?

The Enterprise Customer Success Manager at BetterUp drives customer value by deeply understanding client needs, recommending tailored solutions, and fostering engagement within the platform. By operating as a strategic partner, you will create business cases for renewals and expansions, ensuring clients see the full potential of their investment in BetterUp.

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What skills are essential for success as an Enterprise Customer Success Manager at BetterUp?

Critical skills for an Enterprise Customer Success Manager at BetterUp include strong leadership, a client service mindset, strategic thinking, project management capabilities, and excellent relationship-building skills. Additionally, the ability to inspire change and engage effectively with stakeholders is vital for empowering clients and driving success.

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What benefits can I expect as an Enterprise Customer Success Manager with BetterUp?

BetterUp offers a robust benefits package for its Enterprise Customer Success Managers, including personalized coaching, a competitive compensation plan, flexible paid time off, development stipends, and opportunities for charitable contributions. These benefits support personal growth and promote a fulfilling work-life balance.

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Common Interview Questions for Enterprise Customer Success Manager, EMEA
How would you approach relationship-building with our clients as an Enterprise Customer Success Manager?

To approach relationship-building effectively, I would focus on understanding the client's business objectives, actively listening during interactions, and following up with tailored solutions. Establishing trust through transparent communication and delivering on my commitments would also be key strategies.

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Can you describe a time when you successfully managed multiple projects with different stakeholders?

In my previous role, I managed multiple client projects by setting clear timelines, prioritizing tasks based on urgency, and facilitating regular communication with stakeholders to ensure alignment and updates. This proactive approach minimized confusion and enhanced collaboration across teams.

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What techniques do you use to drive user adoption of a platform among clients?

To drive user adoption, I would implement training sessions, provide resources such as success stories, and continuously check in with clients to address challenges. Using metrics to show improvements and successes also encourages users to embrace the platform fully.

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How do you handle difficult conversations with clients regarding their expectations?

I handle difficult conversations by approaching them with empathy, sticking to facts, and presenting realistic outcomes. I prepare for the conversation by being transparent about limitations while focusing on collaborative solutions that align with the client's goals.

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What metrics do you believe are essential for measuring customer success?

Essential metrics for measuring customer success include user engagement rates, renewal rates, Net Promoter Score (NPS), and customer feedback. These data points help assess how well the solutions resonate with clients and indicate areas for improvement.

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Describe a successful strategy you implemented for a client that led to measurable results.

For a previous client, I implemented a tailored onboarding process focusing on specific use cases. This approach increased user engagement by 40% within three months, leading to a successful renewal and expansion of their service package.

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How do you keep up with industry trends relevant to your role as an Enterprise Customer Success Manager?

I keep up with industry trends by subscribing to relevant publications, attending webinars, and participating in industry forums or networking events. Staying connected with peers and sharing insights also enriches my understanding of evolving practices.

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What would you do if you identified a risk to a client's account health?

If I identified a risk to a client's account health, I would immediately initiate a meeting with the client to discuss concerns and develop an action plan. Collaborating with internal teams to address these issues proactively would be a priority to ensure client satisfaction.

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Why do you want to work as an Enterprise Customer Success Manager at BetterUp?

I am passionate about empowering organizations through innovative solutions, and BetterUp's mission aligns perfectly with my values. The chance to work in a collaborative environment dedicated to personal development and human transformation is something I highly value.

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How would you prioritize competing demands from multiple clients?

When faced with competing demands, I prioritize by evaluating the urgency and impact of each request. Utilizing project management tools can help track tasks and ensure I’m allocating my focus toward the highest-priority items while maintaining ongoing communication with clients.

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BetterUp's is a company centered around unlocking human potential by providing personalized coaching, mentorship, and professional development resources.

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Full-time, hybrid
DATE POSTED
March 15, 2025

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