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Motive Software · 1 day ago

Government Customer Success Manager

San Francisco, CA

Full-time

Hybrid

Mid, Senior Level

$107K/yr - $161K/yr

Motive Software is dedicated to human transformation and is seeking a Government Customer Success Manager to ensure customers receive full value from the BetterUp platform. This role involves building relationships with various government agencies and driving customer value through strategic consulting and project management.

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Responsibilities

Build rapport and expand customer/executive sponsorship, creating new champions while also fostering relationships with existing champions

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

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

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

Qualification

Customer relationship managementStrategic consultingProject managementPublic Sector experienceProblem-solvingClient service orientationRelationship masteryLeadership skillsStorytelling

Required

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

Ability to travel for up to 20% of the time