3-5 years of experience in Support or Technical Account Management for Enterprise or Strategic accounts.
Experience in the Performance Management or OKR markets is advantageous.
Exceptional written and verbal communication skills to clarify complex ideas.
Proven track record of managing multiple priorities and meeting deadlines.
Demonstrated ability to build strong relationships with key customer stakeholders.
Deep understanding of customer service trends and technology.
Familiarity with tools like Jira, Zendesk, and SQL.
Responsibilities
Own the customer support relationship as the dedicated product support partner.
Drive product adoption and value to maximize customer experience.
Collaborate with Program Architects to adapt customer configurations.
Troubleshoot product issues and escalate complex problems as necessary.
Manage the customer support queue for timely responses and resolutions.
Design and maintain custom in-product guides tailored to customer needs.
Support the broader customer base with day-to-day product inquiries.
Benefits
100% paid Medical, Vision, and Dental for employees.
Flexible time off and parental paid leave policy.
Monthly internet stipend and flexible workdays.
Mission-driven company culture focused on employee support.
Recognition as a top product and innovative leader in HR technology.
Full Job Description
We are seeking an experienced and results-driven Support Account Manager to join our team. In this pivotal role, you will be the key driver of signature support and service experiences for a select group of customers who have invested in our Signature Support Account Management offering.
This is an East Coast, US remote opportunity!
The Opportunity
As a Support Account Manager, you will be a strategic partner to the Customer Success team, managing the ongoing product support relationship for up to 5 Betterworks customers throughout their entire lifecycle. Your mission will be to drive the adoption and technical success of the Betterworks solution, acting as the primary point of contact for all product support issues. You will collaborate with the product and engineering teams to resolve challenges, refine configurations, and enhance the value customers derive from our platform.
In addition to product & technical support, you will assist customers with ongoing configuration needs, survey design, and the creation of custom in-product guides tailored to support their unique Betterworks programs.
What You Own
Own the customer support relationship: Act as the dedicated product support partner for assigned customers, collaborating closely with the Customer Success team to ensure customer satisfaction and success.
Drive product adoption and value: Help customers realize the full potential of the Betterworks solution by facilitating adoption, improving product usage, and advancing their technical maturity.
Collaborate with Program Architects: During implementation and beyond, work closely with Program Architects to understand and refine each customer's Betterworks configuration as their program evolves.
Troubleshoot and escalate product issues: Provide expert support on product functionality, recommend solutions, and escalate complex issues to the Product Management and Engineering teams as needed.
Manage customer support queue: Deliver timely and prioritized support responses, ensuring that customer queries are handled efficiently and effectively.
Design and maintain custom in-product guides: Become an expert in creating, maintaining, and evolving custom in-product guides to meet the specific needs of each customer's Betterworks program.
Support the broader customer base: As needed, assist the Customer Success team by addressing day-to-day product questions and challenges that benefit a wider audience.
What You Bring
We're seeking a highly motivated individual with a passion for customer success, strong technical aptitude, and excellent communication skills. The ideal candidate thrives in a fast-paced environment, has experience managing complex customer relationships, and is comfortable explaining sophisticated technical concepts in simple terms.
Required Qualifications:
3-5 years of experience in Support or Technical Account Management serving Enterprise or Strategic accounts.
Experience within the Performance Management or OKR markets is a plus.
Exceptional written and verbal communication skills, with the ability to translate complex technical ideas into clear, actionable insights for non-technical stakeholders.
Proven track record of managing multiple priorities and meeting tight deadlines while maintaining high productivity.
Demonstrated ability to build strong, lasting relationships with key customer stakeholders, driving mutual success and long-term results.
Deep understanding of the latest trends in customer service, metrics, and technology.
Experience with tools such as Jira, Zendesk, SQL, and remote assistance products.
Prior experience with Pendo or other custom-guide development software is a plus
What We All Do
All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures.
All employees are required to participate in information security awareness and training programs.
All employees are responsible for handling data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures.
All employees have a responsibility for reporting information security incidents in accordance with information security policies and procedures.
What Makes Betterworks Unique
At Betterworks, we prioritize our people. In that spirit, we've put together a great benefits program to support our employees' health and wellness that includes the following:
" Leadership: CEO Doug Dennerline is truly a mission-driven leader. He has been a sales leader for over 25 years and has a direct impact on the work people do every day.
" Funding: $129 million, Serious B with top tier investors, including Kleiners Perkins, Emergence Capital, and 8VC.
" Board of Directors: Includes iconic executive John Doerr (introduced OKRs to Google), Bruce Felt (Founder of Renaissance Software and a servant leader to various private and public companies), Bing Gordon (Technology Venture Capitalist and history of serving on several high-profile Boards of Directors including Amazon, Duolingo, and Zynga), Jason Green (Founder Emergence Capital and Greenbridge Foundation) and Gaby Toledano (seasoned executive with nearly three decades of strategic HR and operations leadership at premier enterprise and consumer organizations).
" Perks: 100% paid Medical/Vision/Dental for employees, Flexible time off, Parental Paid Leave policy, monthly internet stipend, flex days, and more.
" Product: Selected by Lighthouse Research & Advisory and UNLEASH America, Betterworks has officially been named a 2026 HR Tech Award winner for Best Comprehensive Talent Management Solution. Also, Betterworks wins Newsweek's AI Impact Award for Best Outcomes in HR, 2025. Last, Betterworks was recognized on TIME's list of America's Top WorkTech Companies 2026.
" Mission Driven: Our mission is to provide the expertise and technology that companies need to inspire, develop, and activate their workforce to meet today's goals and be ready for tomorrow's challenges.
