Scaled Customer Success Manager

Culture Amp•San Francisco, CA

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 . Join us on our mission to make a better world of work. Culture Amp is the world’s most trusted Employee Experience platform. Our mission is to create a better world of work for 100 million people by helping companies put their people and culture first. We do this by bringing together pioneering people science and powerful technology. Over 3000 companies trust Culture Amp to collect, understand, and connect data throughout the employee experience. The insights help them truly understand their people and guide them on the best actions to drive positive behavior change and lasting impact. We live in a world where the ability to understand and influence culture at scale is no longer a ‘nice-to-have’ but a ‘necessary-to-survive’. What You Bring to Camp Culture Amp is a fast-growth organization, and you’ll be expected to learn quickly and take action that leads to the success of your customers. To get there, you’ll bring a strong passion for helping others be successful, be it your customers or teammates. You will get creative with solutions, use critical thinking skills, and demonstrate perseverance. Your role at Culture Amp: Establish a trusted and strategic advisor partnership with your customers (~700 customers with 50-400 employees) to advance their employee experience (EX) strategy (including feedback, performance, and development) and drive continued value of Culture Amp products and services. Work with customers to identify and establish goals and priorities, and support the customer in achieving those goals. Own the overall relationships with customers from your large book of business to drive adoption and usage, ensuring retention, value-realization and advocacy. Analyze data, customer usage, and leverage product knowledge to uncover or develop expansion and upsell opportunities. Enable customers to use the platform and, more broadly, the domain of people and culture. Advocate internally for customer needs, including cross-functionally. Partner with: Implementation Managers to ensure successful and timely product activation Renewal Managers who play a key role in securing renewals Account Managers who play a key role in expansions/upsells Support team, giving you bandwidth to help customers and drive strategic value After 3 Months You'll… Work with your assigned book of business on how to use the platform, resolve issues, drive adoption, and partner on renewing existing customers. Influence organization and senior stakeholders, especially working with HR leaders on their employee engagement and performance strategy Lead strategic calls with decision makers.

Requirements

2-3 years of experience in a customer-facing role in a SaaS environment
Track record of driving results in product adoption, customer engagement, retention, and expansion via scaled programs
The ability to design and maintain a complex customer experience that includes both tooling and live interventions from Customer Success
The ability to identify hypotheses, design experiments, and assess their effectiveness in driving customer outcomes
You know how to lead complex projects from start to finish and measure your success
You excel at creating clear and impactful communications, both internally and externally
Passionate about working in a Culture First environment and bringing that dynamic to customers
Curious and empathetic about customers' use cases and needs
Able to operate autonomously and make decisions confidently
Resilient and adaptable to change

Responsibilities

Establish a trusted and strategic advisor partnership with your customers (~700 customers with 50-400 employees) to advance their employee experience (EX) strategy (including feedback, performance, and development) and drive continued value of Culture Amp products and services.
Work with customers to identify and establish goals and priorities, and support the customer in achieving those goals.
Own the overall relationships with customers from your large book of business to drive adoption and usage, ensuring retention, value-realization and advocacy.
Analyze data, customer usage, and leverage product knowledge to uncover or develop expansion and upsell opportunities.
Enable customers to use the platform and, more broadly, the domain of people and culture.
Advocate internally for customer needs, including cross-functionally.
Partner with: Implementation Managers to ensure successful and timely product activation Renewal Managers who play a key role in securing renewals Account Managers who play a key role in expansions/upsells Support team, giving you bandwidth to help customers and drive strategic value
Work with your assigned book of business on how to use the platform, resolve issues, drive adoption, and partner on renewing existing customers.
Influence organization and senior stakeholders, especially working with HR leaders on their employee engagement and performance strategy
Lead strategic calls with decision makers.

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)