BetterYou – Director of Customer Success – Saint Paul, Minnesota, USA

March 4, 2023
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Job Description


Director of Customer Success
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 Director of Customer Success is a champion and promoter of the customer-facing Operations organization within BetterYou. In this role, you will help establish process, systems, and deliverables that align to the vision and mission of the company, provides coaching and mentoring to employees who are the “face and voice of the company” responsible for providing our brand of best-in-class customer experience to our customers, and actively contributes to the overall success of the business. Their ability to connect and collaborate with a variety of stakeholders is critical to the overall success of preventing customer churn as well as landing expansion and renewals.

You will have to be comfortable working in a fast-moving startup environment and be committed to coaching employees, learning new business skills, and being a role model for evolving the customer-centric culture.


Responsibilities include, but are not limited to:

  • End-to-end ownership of Customer Success function including new customer handoff with the Sales team, account management, and renewal/expansion conversations
  • Establish, and consistently evolve, an inclusive environment for all team members in alignment with BetterYou’s mission, vision, and values
  • Actively develop, maintain, and contribute to meeting/exceeding SLAs and KPIs in support of business objectives by creating and managing efficient operational processes and systems
  • Identify customer needs and suggest appropriate collaboration with Customer Success Managers, Product, Sales, Development, and Leadership to ensure customer-facing outcomes are aligned with business objectives
  • Own customer and member support; respond to member and customer support tickets and manage the BetterYou Help Center
  • Be active in daily operations in order to actively contribute to maintaining accurate process documentation, Help Center content, and other business-continuity materials as needed
  • Partner with People Operations to hire and build out the Customer Success team
  • Provide coaching/mentoring to Customer Success team members as part of their professional development
  • Collaborate cross-functionally as a member of the Leadership team; attend weekly LT meetings and present Customer Success updates at a quarterly board meeting

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
  • Ownership thinking; experience with budgets, operational cost-controls, and financial rigor
  • Exhibit a growth mindset; evolving skills and gain new knowledge to support the scalability and sustainability of the business
  • Metrics discovery and management; KPIs, SLAs, etc.
  • Process improvement/change management

Experience – Required:

  • 7-10 years of customer service/success leadership experience
  • 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 interviewing, hiring, onboarding, and coaching team members
  • Experience training; broad-spectrum experience with Adult Learning Styles (ALS) and Technology Learning Management Systems (LMS)
  • Professional growth & development planning, facilitation/support experience

Experience – Preferred:

  • Experience working in the health and wellness industry
  • Experience working at an agile startup


  • 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

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