Senior Customer Success Manager, Commercial

Culture Amp•Chicago, IL

14d

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 We’re looking for a Senior Customer Success Manager to partner with our Named Commercial (Mid‑Market) customers to drive adoption, retention, and expansion outcomes across Culture Amp’s Employee Experience and Performance platform. You’ll be the strategic, post‑sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action. This role manages a broad book of business, collaborates cross‑functionally with Account Management, Renewals, People Science, Customer Trainers, Implementation, and Support, and advocates for the customer voice to influence our roadmap. You’ll thrive here if you’re deeply curious, customer first, and outcomes focused.

Requirements

4-7 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue outcomes.
Proven ability to manage 70-80+ diverse Mid‑Market accounts, driving adoption, retention, and expansion with clear, measurable outcomes.
Drive multi-threaded and executive-level relationships and exercise strategic influence to drive customer commitment to new initiatives, product adoption, and renewal decisions.
Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing “at-risk” accounts by using data-driven signals and value realignment to secure long-term commitment.
Data storytelling: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions tied to business outcomes.
Excellent expectation‑setting, conflict management, and escalation handling; you’re comfortable resetting and aligning on a path forward.
Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps.
Collaborative, deeply curious and have ownership mindset with demonstrated success working cross‑functionally to mitigate risk and drive growth.
Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action.
Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach across a large book of business
Specific experience driving improvements across CS teams tied to team and customer outcomes.

Responsibilities

Own a book of primarily Named Commercial (Mid‑Market ~400 -1,000 employees) customers and are accountable for exceeding quarterly Gross Revenue Retention (GRR) and growth targets.
Build Success Plans, and drive QBRs with HR leaders (CPOs/CHROs), aligning platform use to business and people goals.
Proactively drive adoption by monitoring product usage and health to identify risks and expansion opportunities; create and execute mitigation and growth plans in partnership with Account Management and Renewals.
Enable customers on Culture Amp and the broader people & culture domain; deliver strategic guidance that accelerates adoption and value realization for customers tied to their business goals.
Coordinate and support the right internal experts at the right moments; ensure seamless handoffs from/to sales & customer experience to deliver against customer objectives.
Leverage AI-driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and proactively identify signals that drive better customer outcomes
Document key moments and decisions in our system of record (e.g., Vitally/Salesforce), track value and renewal progress, and communicate clearly and often.
Coach customers through challenging conversations, set realistic expectations, and resolve escalations in partnership with internal leaders.
Advocate for customers internally by sharing insights and structured feedback to Product and Engineering to improve experience and outcomes.
Contribute to continuous improvement initiatives across CS both at the region and global level; sharing playbooks, insights, and scalable practices with the team.
Confidently run customer kick‑offs, QBRs , project meetings, risk mitigation plans; support renewal and expansion motions in collaboration with account managers and renewals to influence GRR and growth goals.
Demonstrate working fluency in Culture Amp’s core products (Engagement, Performance, Development & AI Coach) and common Mid‑Market use cases.
Deeply understand top 20% of customers, what they do and how our platform drives their business outcomes
Have strong internal relationships across account delivery and product teams and be contributing to team projects that uplevel this role and impact.
Develop a plan for how you’ll hit your quarterly GRR and Expansion targets.

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)