Customer Success Manager, Commercial

Culture Amp•Chicago, IL

15d

About The Position

Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day. Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company. For more information visit cultureamp.com . About the Role The Customer Success Manager (CSM), Commercial acts as a strategic partner for a portfolio of 75–80 commercial customers. In this role, you will own customer relationships end to end, translating platform insights into measurable business outcomes, proactively mitigating risk, and driving retention, expansion, and long-term value realization.

Requirements

1–3 years of experience in Customer Success, Account Management, or a related client-facing role in a fast-paced SaaS environment, with proven ability to manage a high-volume book of business
Strong strategic communication and executive presence, able to influence stakeholders through clear, data-backed storytelling and confidently navigate high-stakes or difficult conversations
A proactive, ownership-driven mindset with demonstrated success identifying risk, driving mitigation plans, and protecting retention while uncovering expansion opportunities
Deep platform, data, and AI fluency, using usage insights and tooling to drive adoption, value realization, and scalable customer impact
Exceptional prioritization and operational rigor, balancing competing demands while collaborating cross-functionally to deliver outcomes

Responsibilities

Own and manage a portfolio of 75–80 accounts, driving retention, renewal, and value realization
Build and execute Success Plans aligned to customer business objectives
Deliver data-driven Executive Strategy Reviews that link platform usage to business impact
Identify early risk signals, develop mitigation plans, and lead recovery conversations to prevent churn
Navigate high-stakes and difficult conversations with executive presence and professionalism
Drive product adoption by connecting platform capabilities to customer goals and use cases
Monitor usage and account health data to proactively address adoption or engagement risks
Collaborate cross-functionally with Sales, Renewals, Support, People Science, and Services to deliver a unified customer experience
Leverage AI and systems of record to synthesize insights, document key moments, and scale impact
Gather and act on feedback from customers and peers to continuously improve outcomes

Benefits

Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
Programs, coaching, and budgets to help you thrive personally and professionally
Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
Team budgets dedicated to team building activities and connection
Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
Extended year-end breaks: An extended refresh period at the end of year
Excellent parental leave and in work support program available from day 1 of joining Culture Amp
5 Social Impact Days a year to make a positive impact on the community outside of work
MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
Medical insurance coverage for you and your family (Available for US & UK only)