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Government Customer Success Manager

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 Government Customer Success Manager 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. You’ll work with partners across the Department of Defense, Federal Civilian Agencies, and state and local governments to help them accomplish their missions. 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 problems for our customers and aligns our solutions and internal resources to support each customer’s needs and help them meet their mission. 

  • 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 cross-functional BetterUp 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 customers 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 experience 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.

  • Experience in the Public Sector working with DoD, cabinet-level Federal agencies, and State and Local governments is 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

  • Medical, dental, and vision insurance

  • 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

  • 401(k) self contribution

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.

At BetterUp, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future.

The base salary range for this role is $107,000.00 – $161,000.00.

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

$134000 / YEARLY (est.)
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$107000K
$161000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Government Customer Success Manager, BetterUp

Are you ready to embark on a transformative journey as a Government Customer Success Manager at BetterUp? If you're passionate about forging relationships and maximizing client success, this role is your chance to make a significant impact. Unlike any other, BetterUp's mission centers around human transformation and we take pride in nurturing a supportive and inspirational work environment. Here, you'll engage with key partners across various government sectors, ensuring they harness the full potential of the BetterUp platform. As a CSM, you will not only be the go-to expert for our clients but also the strategic thinker who tailors solutions to their unique needs. Your responsibilities will include building strong relationships with executives, understanding customer challenges, and delivering value-driven recommendations that align with their goals. You'll have the freedom to be creative, proactive, and strategic in your approach, managing multiple projects simultaneously while fostering collaboration across teams. There’s nothing like having the backing of an incredible team, and at BetterUp, we believe that work is more than just a paycheck. With perks like a personal coach and development opportunities at your fingertips, we promise that your time with us will be soul-lifting and career-defining. If you have a knack for consulting, project management, and inspiring change, this is your moment to shine and help shape the future of our valued clients.

Frequently Asked Questions (FAQs) for Government Customer Success Manager Role at BetterUp
What responsibilities does a Government Customer Success Manager at BetterUp have?

As a Government Customer Success Manager at BetterUp, your primary responsibility is to ensure that customers derive full value from the BetterUp platform. You'll work closely with various government partners to build relationships, manage account health, and drive customer engagement. You'll be the strategic consultant who aligns BetterUp’s offerings with the unique needs of each client, enabling them to meet their operational missions.

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What qualifications are required for the Government Customer Success Manager position at BetterUp?

To excel as a Government Customer Success Manager at BetterUp, candidates should ideally possess a strong background in relationship management, project management, and consulting. Experience in the public sector, preferably working with agencies like the Department of Defense or other federal and state bodies, is highly valued. Additional skills include strong problem-solving capabilities, a strategic mindset, and the ability to inspire significant behavioral changes among clients.

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How does the Government Customer Success Manager at BetterUp contribute to client retention?

In the role of Government Customer Success Manager, you'll play a critical role in client retention by fostering strong relationships with government partners, understanding their challenges, and proactively addressing their needs. By making thoughtful, value-based recommendations and ensuring that clients are fully engaged with BetterUp's offerings, you’ll help create compelling business cases for renewals and expansions, ultimately driving long-term success.

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What skills are essential for success in the Government Customer Success Manager role at BetterUp?

Successful Government Customer Success Managers at BetterUp should possess strong leadership skills, excellent client service orientation, strategic consulting capabilities, and effective project management techniques. Mastering relationship-building and storytelling is essential to engaging customers and driving value delivery. Additionally, being resourceful in problem-solving and coordinating with cross-functional teams is crucial for achieving desired outcomes.

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What are the potential career advancement opportunities for a Government Customer Success Manager at BetterUp?

At BetterUp, a Government Customer Success Manager can explore a variety of career advancement opportunities. By showcasing your strategic thinking and leadership abilities, you could progress toward senior management roles within customer success, project management, or even executive positions within the company. BetterUp also emphasizes personal and professional development, offering numerous resources to help you grow in your career path.

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Common Interview Questions for Government Customer Success Manager
How would you approach building relationships with government clients as a Government Customer Success Manager?

During an interview, you could explain that building relationships requires in-depth knowledge of the client’s mission, challenges, and priorities. You might emphasize the importance of active listening to understand their needs deeply and tailor communication to resonate with them. Share examples of how you've successfully engaged and retained clients in previous roles.

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Can you describe your experience with project management in a client-facing role?

In answering this question, you should highlight your relevant project management experience, focusing on how you prioritize tasks, manage timelines, and coordinate with cross-functional teams to meet client expectations. Use specific examples where you successfully navigated complex projects to deliver value to clients.

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How do you handle challenging conversations with clients?

Here, you can illustrate your conflict resolution skills by sharing a specific example. Emphasize how you maintained a constructive dialogue, addressed the client’s concerns, and found mutually beneficial solutions while preserving a positive relationship.

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What methods do you use to ensure clients are satisfied with their engagement with BetterUp?

You might explain that regular check-ins, surveys, and feedback loops are crucial to gauging client satisfaction. Discuss how you utilize this feedback to make adjustments and offer additional value, always aiming to enhance their overall experience with BetterUp.

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Tell me about a time you inspired change within a client organization.

Use this opportunity to share a success story where your consultative approach led to a meaningful transformation for the client. Detail the strategies you employed to encourage behavioral change and the positive outcomes that resulted.

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What do you know about BetterUp’s mission and how does it align with your career goals?

Show your alignment with BetterUp's mission of human transformation by discussing your passion for personal development and the impact of workplace well-being on performance. Link your career ambitions to contributing positively to clients’ journeys.

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How would you identify early warning signals of account health issues?

Explain that you would proactively monitor client engagement metrics and communicate openly with clients to spot any signs of distress. Provide examples of early detection strategies you’ve used to address potential issues before they escalate.

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Can you discuss your experience with DoD or federal clients?

Highlight any relevant experience you have working with government clients, particularly in navigating bureaucratic structures or understanding the unique challenges that these agencies face. Discuss how this experience equips you to succeed in the role.

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What strategies do you use to drive adoption of the BetterUp platform among clients?

Discuss your approach to user onboarding, providing training, and creating engaging materials that highlight the platform's benefits tailored to clients' specific goals. Mention how fostering internal champions can help encourage further adoption.

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Describe a time you dealt with competing priorities while managing client accounts.

In your response, share a specific example where you effectively balanced project demands while ensuring client satisfaction. Detail how you prioritized based on urgency and impact while maintaining quality service.

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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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