BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process.

Requirements

• Experience working with Mid-Market to Enterprise organizations
• Manage a portfolio of 15-25 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations
• Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
• Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
• Committed to customer satisfaction and happiness as measured by NPS
• Expert at juggling competing demands and managing limited time
• Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
• Hardworking, driven, self-motivated and solutions oriented
• Passionate about technology and building a great company and a great product

Preferred Qualifications  

• 4+ years of customer success or consultancy experience
• Experience in SaaS 
• Experience with Customer Relationship Management (CRM) software such as Salesforce
• Awareness of best-in-breed SaaS-based technology

Responsibilities

• Develop and manage key programs to drive adoption within Corporate Accounts
• Gather and present product feedback and feature requests to appropriate teams within BetterCloud
• Consult regularly with clients to fully understand their needs and actively solve their pain points
• Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities
• Monitor customer health to be ahead of problems and continually drive product adoption
• Partner with internal teams specifically sales and renewals

Salary:

Salary Range:  $150K -180K OTE

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range.  The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

Compensation | Benefits

• Competitive base salary
• Full benefits package
• Stock options
• Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

Solutions Engineer

BetterCloud is looking for a Solutions Engineer, to collaborate closely with the Sales and Customer Success organizations as well as partners throughout the world. This person will assist in architecting a solution to meet the customer's application, spend, management, security, and technical needs for their critical SaaS applications. As we continue to grow, we strive to stay ahead of the learning curve in all areas of cloud technology, and work to educate both our internal teams as well as our customer’s teams on best practices around deploying our solutions within their environment.

Requirements

• 2+ years of experience in a customer facing Solutions Engineering capacity. 
• Strong familiarity with SaaS applications such as G Suite, Okta, Microsoft 365, Box, and Dropbox, preferably on an administrative level, as well as REST APIs.
• Ability to think critically and logically under pressure and to quickly communicate complex ideas around a technical topic.
• Have the ability to quickly learn new technical concepts and be self-directed in your learning.
• A positive attitude towards change and ability to adapt.
• Ability to handle customer situations with empathy and ownership

Responsibilities

• Serve as trusted advisor to our prospects and customers throughout the sales process and entirety of the customer lifecycle.
• Understand customer requirements and communicate the business value of solving technology problems using BetterCloud.
• Facilitate solutions discovery, solutions overview, technical deep-dives, and solutions validation sessions with customers.
• Prepare demos and Proof of Concepts (POCs) to demonstrate various use cases for BetterCloud’s Platform.
• Execute the delivery of POCs for customers that have more complex use cases,  to illustrate product capabilities and how they align specifically with customer objectives
• Build relationships with customers by serving as the technical liaison for both sales and success teams.
• Participate in responding to RFIs / RFPs that highlight BetterCloud can meet and exceed customer requirements.
• Distill and communicate customer needs and product feedback to Product Management, Engineering, Marketing and Sales.

Benefits: 

• Competitive salary
• Full benefits package
• Career growth with an industry innovator
• Certification in relevant SaaS application (G-Suite, Office 365, Okta, Box, etc) 

Salary:

Salary Range: $115k-$135k

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range.  The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

BetterCloud is the first provider of SaaSOps solutions to manage and secure the digital workplace. Over 2,500 customers in 60+ countries rely on BetterCloud to automate processes and policies across a company’s SaaS application portfolio. A pioneer of the SaaSOps movement, the company established the first-ever “SaaS Application Management and Security Framework” via two published books entitled “The IT Leader’s Guide to SaaSOps” — Vol. 1: “A Six-part Framework for Managing Your SaaS Applications” & Vol. 2: “How to Secure Your SaaS Applications.” BetterCloud is headquartered in New York City with offices in San Francisco, CA and Atlanta, GA.

BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process.

Requirements

• Experience working with Small to Midsize organizations
• Manage a portfolio of 55-65 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations
• Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
• Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
• Committed to customer satisfaction and happiness as measured by NPS
• Expert at juggling competing demands and managing limited time
• Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
• Hardworking, driven, self-motivated and solutions oriented
• Passionate about technology and building a great company and a great product

Preferred Qualifications

• 2+ years of customer success or consultancy experience
• Experience in SaaS 
• Experience with Customer Relationship Management (CRM) software such as Salesforce
• Awareness of best-in-breed SaaS-based technology

Responsibilities

• Develop and manage key programs to drive adoption within Corporate Accounts
• Gather and present product feedback and feature requests to appropriate teams within BetterCloud
• Consult regularly with clients to fully understand their needs and actively solve their pain points
• Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities
• Monitor customer health to be ahead of problems and continually drive product adoption
• Partner with internal teams specifically sales and renewals

Work across the company (Product, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience

Salary:

Salary Range:  $100K -125K OTE

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range.  The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

Compensation | Benefits

• Competitive base salary
• Full benefits package
• Stock options
• Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

Director, Solutions Engineering

BetterCloud Solutions Engineers are a critical part of our customer-facing team. Working closely with the Sales and Customer Success organizations as well as partners throughout the world, we assist in architecting a solution to meet the customer's automation, spend, security and technical needs for their critical SaaS applications. We strive to stay ahead of the learning curve in all areas of cloud technology, and work to educate both our internal teams as well as our customer’s teams on best practices around deploying our solutions within their environment. Our role is to serve as trusted advisor to our prospects and customers throughout the sales process and entirety of the customer lifecycle.

We are looking to hire a player-coach to help build our Solutions Engineering teams people, processes, and success.

Responsibilities

• Understand customer requirements and communicate the business value of solving technology problems using BetterCloud.
• Facilitate solutions discovery, solutions overview, technical deep-dives, and solutions validation sessions with customers.
• Prepare demos and Proof of Concepts (POCs) to demonstrate various use cases for BetterCloud’s Platform.
• Execute the delivery of POCs for customers that have more complex use cases,  to illustrate product capabilities and how they align specifically with customer objectives
• Build relationships with customers by serving as the technical liaison for both sales and success teams.
• Participate in writing proposals in response to RFIs / RFPs that highlight BetterCloud can meet and exceed customer requirements.
• Distill and communicate customer needs and product feedback to Product Management, Engineering, Marketing and Sales.

Qualifications

• 5+ years of experience in a customer facing Solutions Engineering capacity
• 3+ years of experience leading a team of Solutions Engineers/Sales Engineers
• Strong familiarity with SaaS applications such as Google Workspace, Okta, Office 365, Box, and Dropbox, preferably on an administrative level, as well as REST APIs.
• Ability to think critically and logically under pressure and to quickly communicate complex ideas around a technical topic.
• Have the ability to quickly learn new technical concepts and be self-directed in your learning.
• A positive attitude towards change and ability to adapt.
• Ability to handle customer situations with empathy and ownership

Salary:

Salary Range:  $220K- $270K

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range.  The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

Overview of BetterCloud Benefits:

• Health benefits package (including medical, dental, vision) 
• Flexible spending accounts
• PTO (sick leave, parental leave, vacation benefits)
• Employee Assistance Program

Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the U.S.

Job Title: Director of Customer Success and Operations

Location: Remote

About BetterCloud:

BetterCloud is the leading SaaS Operations Management platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications. We are a dynamic, fast-paced company, and our mission is to transform and simplify the way IT manages its SaaS applications.

Job Description:

BetterCloud is seeking a Director of Customer Success and Operations to systemically and predictably create surplus value for our customer base. This position is responsible for developing and maintaining a world-class service operating system, including customer health scores, forecasting, account planning, journey mapping, enabling Annual Recurring Revenue (ARR) growth. The ideal candidate will possess a strategic mindset, strong analytical skills, process orientation, and a passion for optimizing customer experience and value.

The ideal candidate will be passionate about helping our customers achieve success with our platform, have a deep understanding of customer needs, and be adept at building strong relationships. This role will work closely with various teams, including Professional Services, Customer Support, and Marketing to ensure a seamless customer experience.

Responsibilities:

• Evolve Customer Engagement Programs: Work closely with the Customer Marketing team to develop and execute customer engagement programs to ensure smooth onboarding and integration of new customers.
• Co-designing of Customer Marketing Programs: Partner with the Customer Marketing team to design and execute targeted customer engagement programs, including webinars, user groups, and educational content, aimed at increasing product usage and customer loyalty. Within these programs, target economic buyers to encourage their participation in reference programs, speaking engagements, and case studies to build stronger, mutually beneficial relationships.
• Creation of Onboarding Best Practices: Work closely with Professional Services and Customer Support to ensure new customers are fully aware of our product suite and capabilities. Develop standard operating procedures (SOPs) for onboarding processes and continuously refine them based on customer feedback and operational learnings.
• Organization of Account Planning:Lead the development of strategic account plans to maximize customer value and drive retention and expansion opportunities. 
• Guide Strategic Account Plans: Lead the creation of detailed, strategic account plans designed to maximize customer value, drive retention, reduce churn, and identify expansion opportunities. These plans should be owned by the Customer Success Managers and include specific goals, timelines, and measurable outcomes.
• Develop the Customer Journey Mapping: Develop and maintain detailed customer journey maps that outline the end-to-end customer experience. Use these maps to identify key touchpoints, pain points, and opportunities for enhancing the customer experience at each stage of their journey.
• Value Articulation: Assist Customer Success Managers in clearly articulating the value proposition of our products and services to economic buyers. Develop messaging frameworks and presentation materials that highlight ROI and business impact. 
• Mapping to Economic Buyers: Develop and implement strategies to identify and map key economic buyers within customer organizations. Ensure that CSMs have a clear understanding who the decision-makers and influencers are that impact purchasing decisions.
• Relationship Development: Guide Customer Success Managers in building and nurturing relationships with economic buyers. Provide coaching on effective communication techniques, meeting preparation, and follow-up strategies to ensure strong, long-lasting relationships.
• Refine Customer Health Monitoring: Hone, implement, and continuously improve customer health score models to proactively monitor customer satisfaction and predict potential and ensure the health score model reflects the most pertinent operational metrics. 
• Health Score Model Design: Partner with our Data team to develop sophisticated customer health score models incorporating key metrics such as product usage, customer feedback, and support interactions. Ensure these models provide a comprehensive view of customer health and are updated with the latest operational data.
• Proactive Monitoring and Intervention: Implement systems to proactively monitor customer health scores and identify at-risk customers. Develop and execute intervention strategies to address potential issues before they impact customer satisfaction and retention.
• Lead and Mentor the Customer Success Team: Lead and mentor a team of 8 Customer Success Managers to sustain high-performance and collaboration across the organization. 
• Lead through Example: Foster a culture of excellence, innovation, and continuous improvement. Set clear performance expectations, provide regular feedback, and support professional development.
• Amplify Best Practices: Establish and promote best practices for customer success and retention across the team. Encourage the sharing of insights and experiences to continuously enhance team performance and customer outcomes.

Requirements:

• Experience: 9+ years of experience in Customer Success, Account Management, or a related field, with at least 4 years in a leadership role within the B2B Saas Industry.
• Proven Track Record: Demonstrated success in driving customer success and satisfaction in a SaaS or technology company.
• Verbal and Written Communication: Excellent verbal and written communication skills, with the ability to present data and insights clearly and persuasively to stakeholders at all levels.
• Stakeholder Management: Experience in managing relationships with internal and external stakeholders, including senior leadership, customers, and cross-functional teams.
• Strategic Vision: Ability to think strategically and align operations with overall business goals. Demonstrated success in driving strategic initiatives and achieving business objectives.
• Empathy and Advocacy: Ability to empathize with customers and advocate for their needs within the organization.
• Project Coordination: Strong project management skills with the ability to manage multiple initiatives simultaneously. Experience in leading cross-functional projects and ensuring timely delivery.
• Process Optimization: Expertise in process improvement and optimization. Ability to streamline operations and enhance efficiency.
• Collaboration: Demonstrated success working across go-to-market channels to increase customer satisfaction and mitigate churn risks. 
• Adaptability: Ability to thrive in a fast-paced, dynamic environment.

Why BetterCloud?

• Competitive Compensation: Competitive salary and benefits package.
• Talented Team: Opportunity to work with a talented and dedicated team.
• Dynamic Environment: Fast-paced and dynamic work environment.

Professional Growth: Opportunities for professional growth and development.

Salary:
Salary Range: $150K-$200k OTE
This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range. The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero touch workflows, thousands of forward-thinking organizations like Twitch, Oscar Health and Cloud Factory now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

With 10+ years experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations Management. BetterCloud is backed, among others, by some of the best technology investors Vista Equity Partners, Warburg Pincus, Bain Capital, and Accel.

BetterCloud can only achieve its lofty aspirations by finding and hiring amazing sales talent.  If you are looking to be part of something profound and build something special, BetterCloud is for you.  We are looking for an Account Executive to join our growing sales org.  We value hard work and positive attitude and are looking for an accomplished, quota carrying sales professional to share their skills, who can think creatively and make an immediate impact.

As a BetterCloud Account Executive, you are responsible for prospecting and winning new customers in the 150-1500 employee segment and exceeding your quarterly and annual sales targets. Additionally, you will be expected to collaborate closely with members of the Product, Marketing, and Solutions Engineering teams to help us achieve our strategic objectives while living our values: Humble Yet Hungry, In This Together, Strive to Delight, and Impact Through Outcomes. 

Requirements

• A strong track record of prospecting leads and closing deals
• Familiarity with Google Apps
• Highly motivated, professional and hard working
• Attention to detail, highly organized, and efficient in managing multiple projects at once
• Creative thinker; comfortable with ambiguity
• Excellent communication skills

Preferred Qualifications 

• 1-2+ years experience selling/closing software products/solutions in B2B environment, preferably in the information technology space
• Cloud and SaaS experience
• Foundational knowledge of Google Enterprise
• Familiarity with using Salesforce
• Strong analytical skills

Responsibilities

• Execute customized presentations/demonstrations via video calls and in person when required
• Employ BetterCloud’s sales process to drive prospects from initial install, qualification, build business value, proof of concept (evaluation), through to contract closure
• Help to build our sales pipeline and improve our sales processes

Salary:

Salary Range: $140k-$200k OTE  

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range.  The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

Overview of BetterCloud Benefits:

• Health benefits package (including medical, dental, vision) 
• Flexible spending accounts
• PTO (sick leave, parental leave, vacation benefits)
• Employee Assistance Program

Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the U.S.

BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero-touch workflows, thousands of forward-thinking organizations like Oscar Health, and Cloud Factory now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

With 10+ years experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations Management.

BetterCloud is looking for a high-performing Solutions Consultant to work with our Implementation Team. We are looking for a passionate and enthusiastic individual to serve on BetterCloud’s dedicated Professional Services Organization. This person will be responsible for implementing BetterCloud for some of the company’s highest growth customers. This person will work closely with our Success, Sales, and Support organizations and alongside customers to ensure customers are properly onboarded, and our solution implemented. If you love SaaS technology, and want to work in a high growth environment, this is the role for you!

This position requires Eastern or Central time-zone work hours to support our east coast and UK/EU customers.

What You'll Do

• Implement our industry-leading management and security platform for BetterCloud customers.
• Coordinate with our Customer Success Organization to ensure that customers are properly on-boarded.
• Work closely with IT professionals from some of the most tech-forward companies in the world while maintaining our core principles of always striving to delight
• Capture customer stories to be communicated to our product, engineering, and marketing teams

Who You Are

• 3+ years of professional experience in the implementation and day-to-day administration of SaaS platforms
• High level of technical proficiency in SaaS technologies, knowledgeable about APIs, with a high capacity to learn.
• Exceptional oral and written communication and presentation skills.
• Customer facing experience, as most of your work will be directly related to customer enablement
• Excited to play an integral role during our company’s most rapid growth period.

Qualifications | Recommended:

• Experience using or managing G Suite and/or M365 and Okta.
• Certifications are a big plus -  Google, Okta, M365
• If not certified, you will expect to achieve this during your first year of employment
• Experience at a fast growing startup, IT consulting/services company, or technology vendor.
• Working experience using a variety of other common SaaS apps - Salesforce, Slack, Jira Service Desk, and Zendesk.
• Experience with REST APIs is a plus. Understanding api capabilities of a SaaS app, based on publicly-available documentation
• Experience using BetterCloud is a plus
• Willing to occasionally travel to in-person team/company meetings. We are fully remote at this time, but getting together as a team 1-2 times a year is crucial to our success. 

What We Offer

• Competitive salary
• Full benefits package
• Career growth with an industry innovator 

Salary 

Salary Range: $100,000 - $150,000

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range.  The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

At Bettercloud, we believe that our employees' gender identity and expression, race, ethnicity, religion, origin, sexual orientation, physical or mental disability, age and other characteristics enrich our corporate culture and our workplace. That’s why we have a mission to foster a culture at BetterCloud that empowers, celebrates, and values our differences allowing us to bring our true self to work. DEI&B is core to who we are and what we do. From an employee-led Diversity Council empowering our differences, to multiple Employee Resource Groups (ERGs) creating a strong sense of belonging, to frequent outside speakers focusing on DEI&B topics, our commitment to DEI&B is non negotiable. Bettercloud is an equal opportunity employer and will continue to empower, celebrate and value our differences in order to grow community, safety and trust in our work environment. Join us and be part of an organization that celebrates and respects diversity. If you are interested in knowing more about our DEIB efforts, please visit our website:  https://www.bettercloud.com/diversity/

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

*Remote - Qualified applicants based on most states of the U.S.A. are eligible for this position. Note that there are a number of states from where this position cannot be held.