Senior Customer Success Coach

Culture Amp•Chicago, IL

20d

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 . How you can help make a better world of work The Senior CSM leads the customer’s strategic journey, translating platform capabilities into measurable business outcomes. They proactively mitigate churn risk and drive expansion by shaping executive perspectives and fostering a culture of continuous value realization across their book of business.

Requirements

3+ years of experience as a Customer Success Manager in a SaaS environment
Proven track record of influencing and partnering with senior executive stakeholders within complex organizations
Demonstrated ability to drive product adoption and measurable customer outcomes
Experience independently managing a diverse book of business with minimal leadership oversight
Strong history of achieving high Gross Revenue Retention (GRR) through proactive risk identification and data-driven insights

Responsibilities

Drive the customer's strategic journey by building Success Plans to ensure alignment with business objectives.
Deliver high-quality Executive Strategy reviews using data-backed narratives and storytelling that links platform usage to value realization.
Consistently secure participation from and influence senior decision-makers, maintaining composure and professional trust during high-stakes or difficult conversations.
Cross-functional partnership with Renewals, Sales, and People Science to ensure unified messaging and to unlock adoption or expansion opportunities.
Orchestrate the end-to-end customer journey by strategically deploying internal experts, including Trainers, Implementation Managers, and People Science, to accelerate value realization and product adoption
Own your book of business by independently identifying early risk signals and raising comprehensive mitigation plans.
Proactively monitor account health to ensure a zero surprise churn rate through early risk flagging and recovery actions.
Formulate and lead multi-team collaboration strategies to resolve risks to retention and adoption goals.
Connect platform knowledge to specific customer business challenges or objectives, guiding them toward measurable impact and value realization.
Use usage data to identify adoption risks early and create actionable plans to deepen platform usage.
Stay current on all new feature launches and certifications, proactively sharing relevant updates and pilots with customers.
Leverage AI tools (e.g. Gemini, Gong, Glean) to synthesize meeting insights, analyze customer sentiment, and refine engagement strategies.
Ensure systems of record (e.g. Vitally) are updated to effectively capture and document critical moment in the customer journey.
The Sr. CSM coaches and mentors peers on proactive risk management, escalation handling, and product fluency to elevate team wide-capability.
Convert customers into strategic advocates by facilitating peer-to-peer networking, and securing participation in case studies or events.
Act as a trusted internal consultant by championing customer insights to shape feature development.
Acts as a strategic partner to co-create solutions with customers, using tailored, data-backed narratives to drive adoption, renewals, and strategic commitment, while maintaining executive presence in high-stakes situations.
Use multi-threaded relationships to communicate a unified value story, ensuring that the ROI of the platform is understood by those controlling the budget, thereby securing long-term renewal and expansion commitments
Exhibits high cognitive agility by moving beyond surface-level symptoms to deconstruct business and people-data issues into their root causes. Leverages quantitative and qualitative signals to anticipate complications, formulating strategic interventions that neutralize risks before they escalate.
Proactively identifies and documents expansion opportunities by connecting platform capabilities to evolving customer business needs. Partners cross-functionally to contribute to the NRR (Net Revenue Retention) pipeline through persuasive influence and strategic storytelling.
Combines platform mastery with a curiosity for new workflows to solve non-standard customer challenges. Analyzes industry trends and competitor strategies to deliver strategic recommendations that reinforce Culture Amp as a critical business partner.
Effectively prioritizes time and customer needs to drive timely resolutions, maintain organized customer records, anticipate future needs using data, and operate independently with a solution-oriented approach during peak or ambiguous situations.
Demonstrates technical proficiency in leveraging AI and analytical platforms to transform data into actionable engagement strategies.
Acts as an organizational architect by codifying personal mastery into scalable frameworks that improve the collective performance of the CS team. Contributing and leading continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e. be a 'Learn-it-all' not a 'Know-it-all’).

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)