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 Manager (CSM) role at BetterYou is an integral part of ensuring top-notch customer service and building strong customer relationships. You’ll be the primary point of contact for our customers to ensure we deliver on and exceed their expectations for working with BetterYou. From goal setting and managing deployments to sharing data insights and supporting user engagement, you’ll have full insight into the end to end customer experience, helping them see BetterYou as a valued and strategic partner in their wellness initiatives.

Requirements

Responsibilities include, but are not limited to:

• Primary Responsibilities - New Customers

  • Collaborate with Sales team to ensure seamless handoff of new accounts to CS team
  • Manage successful product implementations and deployments
  • Establish a communication plan; known deliverables and timing

• Primary Responsibilities - Existing Customers

  • Seasonal reevaluation of EDU-accounts aligned with academic calendar(s)
  • Annual reevaluation of ENT-accounts aligned with fiscal calendar(s)
  • Continue to build existing relationships by enrolling customers in Customer Communities
  • Provide timely updates; Member Data Check-in meetings, outbound communications about new features/product updates, and fulfill ad hoc data analysis requests

• Primary Responsibilities - Account Management

  • Utilize CRM tools to maintain customer account information including contact details, meeting notes, deliverables, and payment information
  • Community-wide and Customer-specific Challenges management
  • Engage in activities that creates stickiness to minimize churn and to secure contract renewals and expansions
  • Own renewal/expansion conversations in collaboration with the Sales team; potential for referrals and new lead generation
  • Respond to member and customer support tickets and manage the BetterYou Help Center
  • Collaborate with the Marketing team to create communications, assets, and promotional materials
  • Collaborate with Product and Development teams for new app features and to report common customer and member feedback

• Work on ancillary projects related to app research and member feedback

Key Competencies, Skills, or Abilities:

• Highly motivated, self-starter with the ability to work without close supervision
• Excellent communication, listening, and negotiation skills
• Good time management/organizational skills
• Ability to deliver engaging presentations
• Exhibit a growth-mindset; evolving skills and gaining new knowledge to support scalability and sustainability of the business
• Metrics discovery and management; KPIs, SLAs, etc.

Experience - Required:

• 2-5 years of startup, customer service, partnership, or relevant experience
• Flexible in partnering with different teams depending on company priorities
• Experience driving efficiency and delivering on measurable impact through data
• Proven attention to detail through prior work or life experience

Experience - Preferred:

• Service Design/Human Centered Design experience
• Experience with various tech-stack and operational systems and platforms (e.g. CRM, Databases, LMS, Ticketing Platforms, Project Management, Budgeting, etc.)
• Familiarity with Android a/o iOS mobile devices + apps
• Familiarity with basic database architecture + data analysis experience
• Data visualization experience
• Experience working in the health and wellness industry
• Experience working at an agile startup

Benefits

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

Compensation

Salary + Commission

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/