Director, Customer Experience

Culture Amp • San Francisco, CA

1d • Hybrid

About The Position

The Director, Customer Experience (CX) Pod Leader drives customer value, retention, and expansion across a shared book of business within a cross-functional pod. The role leads Customer Success Managers and Renewals Managers, with accountability for commercial outcomes and team performance, and partners as an equal with the Director, Sales to build a unified go-to-market engine.

The CX Pod Leader owns the pod’s renewal forecast and gross revenue retention (GRR), manages renewal strategy and process discipline, monitors portfolio health, and ensures proactive customer engagement and value realization. The role coaches and develops team members, serves as an executive sponsor for high-stakes accounts, and resolves complex customer escalations.

In partnership with the Director, Sales, the role shares responsibility for the customer lifecycle, pod go-to-market planning, net revenue retention (NRR), quarterly business reviews, AI fluency and tool adoption, and the pod’s performance culture. Culture Amp generally asks employees to work from their local office an average of two days per week.

Requirements

• Demonstrated success as a Customer Success leader, with direct accountability for GRR, renewal outcomes, and team performance against retention and adoption goals.
• Experience owning and delivering a renewal forecast, including communicating movement, risks, and the actions driving results.
• Deep understanding of Customer Success methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment.
• Proven ability to coach and develop Customer Success practitioners into high-performing strategic advisors.
• Commercial confidence navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalations.
• Experience working cross-functionally with Sales, People Science, Implementation, Support, and Revenue Operations to drive customer outcomes.
• Demonstrated ability to work through ambiguity and lead a team through change, evolving models, or new ways of working.
• Strong coaching and people leadership capabilities, including building accountability and developing talent.
• Senior leadership presence and communication skills for high-stakes customer situations and internal stakeholder alignment.
• Data fluency and proficiency with Vitally, Salesforce, and Gong, or equivalent tools, to diagnose risk and drive team performance.
• Alignment with Culture Amp values and behaviors.

Responsibilities

• Own the pod’s renewal forecast, maintain forecast integrity, explain week-over-week movement, and provide leadership with a dependable forecast based on team inputs and book inspection.
• Lead territory design for the pod’s book of business with the Sales Pod Leader and Revenue Operations, creating CSM and Renewals Manager territories that support coverage, collaboration, and customer continuity.
• Monitor adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong to manage portfolio health and identify renewal risks early.
• Lead renewal process discipline, set negotiation strategies, manage commercial timelines, hold the team accountable for timely outcomes, and own gross revenue retention.
• Coach Customer Success Managers and Renewals Managers through regular one-to-ones, performance coaching, feedback, and career development.
• Serve as executive sponsor for high-stakes accounts and senior CX contact for complex escalations, expectation resets, and at-risk customer partnerships.
• Set adoption goals, ensure account plans are followed, and move the team toward proactive customer engagement and outcome delivery.
• Manage team performance through structured performance management, recognize high standards, address performance gaps, and contribute to hiring and onboarding.
• Partner with the Sales Pod Leader to manage the customer lifecycle, support seamless handoffs, and ensure consistent customer coverage from acquisition through adoption, renewal, and expansion.
• Model cross-functional trust, unified customer engagement, and shared accountability between Sales and CX.
• Co-create the pod’s go-to-market quarterly plan and roadmap of plays and priority customer segments; document the approach and recommend plays to regional and functional leadership.
• Optimize pod decisions for NRR and customer value creation, including resource allocation and customer prioritization.
• Model AI tool usage and drive adoption of AI-enabled habits across the pod.
• Co-present quarterly business reviews covering Sales, CX, pod performance, and customer health.
• Act as the pod’s ultimate escalation point, resolving complex cross-functional or customer-facing issues and engaging senior or cross-functional partners as needed.
• Build a high-performance pod culture with the Sales Pod Leader, translating strategy into focused execution and fostering ambition, accountability, and collaboration.

Benefits

• Equity through the Employee Share Option Program.
• Learning programs and coaching.
• Quarterly refresh days, an extended end-of-year break, and a monthly wellbeing and lifestyle allowance.
• Inclusive parental leave from day one.
• MacBook and budget to set up a home workspace.
• Five annual social impact days.
• Medical insurance coverage for employees and their families in the US and UK.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed