Director, Client Experience at Betterment

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Jan, 26

Salary

190000.0

Posted On

04 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Client Experience, Change Management, Analytical Skills, Operational Efficiency, Team Development, Client Centricity, Data Analysis, Collaboration, Communication, Innovation, Regulated Industry Experience, Salesforce, Client Success Tools, Project Management, Strategic Planning

Industry

Financial Services

Description

About Betterment Betterment is a leading, technology-driven financial services company that offers investing and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission: making people’s lives better. We’re headquartered in NYC and offer hybrid NY-based positions (Four days/ week in-office). About the role Betterment at Work is seeking a seasoned Director, Client Experience to lead and scale our client-facing servicing teams. This role is critical in shaping the future of how we deliver value to our 401(k) plan sponsor clients from the time of onboarding through ongoing servicing. Our clients span across a wide spectrum of sizes, with a growing emphasis on our rapidly expanding small to mid-plan segment. Reporting into the Senior Director, B2B Client Experience, you will be accountable for driving scale, innovation, plan retention, and exceptional client experience. You will lead people managers and their teams, ensuring they are empowered to deliver outstanding service, while also building the structures, frameworks, and processes needed to meet ambitious business goals. This is a highly cross-functional leadership role. The ideal candidate is a collaborative change agent with proven success leading client-facing teams in a regulated financial services environment. This role is based out of our NYC office. For jobs based out of our NYC HQ, we require in office attendance Monday through Thursday, weekly. Below we've reflected the base salary range we would offer for this position. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment’s total compensation package for employees. New York City: $170,000 - $190,000 We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits FSA/HSA, and 401(k) with employer match as well as a flexible PTO policy. This job may also be eligible for variable compensation in the form of a company incentive bonus. A day in the life Lead and develop a team of client-facing leaders, their teams, and our key client account managers who service plan sponsors across multiple segments. Build and refine operating models that deliver scale while maintaining high quality and consistent client experiences. Establish process and rigor around reviewing client and revenue data to identify trends, anticipate risks, and inform strategic change. Partner with internal stakeholders (Product, Ops, Compliance, RevOps, Analytics, Marketing) to advocate for client needs and drive organizational alignment. Identify opportunities for innovation that improve client sentiment, retention, and business outcomes, and build the business cases to gain buy-in. Ensure client feedback and insights inform company strategy, tools, and processes. Monitor client satisfaction and retention metrics, developing strategies to mitigate risk and increase lifetime value. Lead change management efforts, ensuring both employees and clients understand and embrace new processes, tools, and experiences. What we’re looking for 8+ years of leadership experience in client-facing roles within financial services or adjacent industries; experience leading through people managers preferred. Proven track record of building and scaling client-facing teams in high-growth or transformation-oriented environments. Demonstrated ability to balance client centricity with scale, operational efficiency, and revenue growth. Strong analytical skills with experience using data to identify trends, shape strategy, and drive measurable outcomes. Comfortable operating in a regulated industry and partnering effectively with Compliance. Skilled at leading change, with experience building buy-in across senior leadership and cross-functional peers. Excellent communicator, able to represent the voice of the client internally and inspire confidence with external stakeholders. Experience with Salesforce, Planhat, and related client success/project management tools is a plus. What being at Betterment means for you We change lives Join a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission: making people's lives better. We set audacious goals We set them for the company, our customers, and ourselves—and we won’t stop until we reach them. We don’t just show up; we give our all, then celebrate our wins. We value all perspectives When we collaborate, we're at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community. We invest in you with: A competitive suite of benefits, including: medical, dental, and vision insurance; life and AD&D insurance; STD and LTD benefits, including infertility support and World Professional Association for Transgender Health approved benefits; and generous parental leave. Flexible paid time off (and encouragement to use it!) Meaningful opportunity for community building through our 7 Employee Resource Groups Empowerment to own and lead change and affect the business Dedicated professional development opportunities Lunch from our in-house chef at our NYC headquarters What happens next We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues. In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions. On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for open positions, we’re unable to offer individual feedback during the interview process. We recognize that interviewing for a new role is a big deal. We appreciate you considering Betterment as the next step in your career, and our Recruiting Team is here to support and advocate for you through the interview process! Betterment is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process, please reach out to your recruiter. Please note that in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Come join us! We’re an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law. E-Verify Statement Betterment participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants. E-Verify Notice E-Verify Notice (Spanish) Right to Work Notice Right to Work Notice (Spanish) CPRA Language - CA Applicants ONLY We collect and store personal information for the purposes of candidate tracking (for this role and future opportunities). The information you provide in the course of completing your application will be kept for up to 24 months. We use tools provided by third-party service providers but do not share candidate information for any purpose other than for recruiting. To access the data that is collected, request deletion or to make updates to your candidate profile, please email team.hire@betterment.com.

Responsibilities

Lead and develop client-facing teams to enhance service delivery for 401(k) plan sponsors. Build operating models to ensure high-quality client experiences while driving scale and innovation.