Senior Customer Success Manager, Commercial

Culture Amp • Chicago, IL

16h • $120,000 - $150,000 • Hybrid

About The Position

Culture Amp is hiring a Senior Customer Success Manager to partner with Named Commercial (Mid-Market) customers and drive adoption, retention, and expansion across its Employee Experience and Performance platform. The role serves as a strategic post-sale partner to People & Culture leaders, developing success plans, leading executive strategy reviews, and turning people-science insights into action.

The position manages a broad customer portfolio and works closely in a pod with Account Management, Renewals, and Account Executives, as well as People Science, Customer Trainers, Implementation, and Support. The role also represents the customer voice internally to inform the product roadmap. The successful candidate is customer-first, curious, and focused on measurable outcomes.

Within the first three months, the manager is expected to confidently lead customer kickoffs, QBRs, project meetings, and risk-mitigation plans; support renewal and expansion work; develop working fluency in Culture Amp's Engagement, Performance, Development, and AI Coach products; understand the company's top 20% of customers and how the platform supports their business outcomes; build internal relationships; contribute to team projects; and create a plan to meet quarterly GRR and expansion targets.

Requirements

• 3–6 years of experience in Customer Success or Account Management within SaaS, ideally including at least 2 years directly tied to revenue outcomes.
• Proven ability to manage 70–80 or more diverse Mid-Market accounts and drive adoption, retention, and expansion with measurable outcomes.
• Ability to develop multi-threaded, executive-level relationships and influence customer commitment to initiatives, product adoption, and renewal decisions.
• Proven track record of identifying and reversing at-risk accounts using data-driven signals and value realignment to secure long-term commitment.
• Ability to translate usage data, benchmarks, and people insights into clear narratives and recommendations tied to business outcomes.
• Strong expectation-setting, conflict-management, and escalation-handling skills, including the ability to reset expectations and align on a path forward.
• Disciplined systems hygiene and portfolio management, keeping systems of record current and communicating status, risks, and next steps.
• Collaborative, curious ownership mindset, with demonstrated success working cross-functionally to mitigate risk and drive growth.
• Consultative, empathetic, and persuasive communication skills, with the ability to tailor messages to audiences from administrators to executives and inspire action.
• Proficiency with AI tools to accelerate workflows, analyze customer sentiment, and scale personalized outreach across a large customer portfolio.
• Experience driving improvements across Customer Success teams connected to team and customer outcomes.

Nice To Haves

• Experience in SaaS Customer Success or Account Management with at least 2 years directly tied to revenue outcomes.
• Experience supporting Named Commercial or Mid-Market customers.

Responsibilities

• Manage a book of primarily Named Commercial (Mid-Market, approximately 400–1,000 employees) customers and exceed quarterly Gross Revenue Retention (GRR) and growth targets.
• Build success plans and lead QBRs with HR leaders, aligning platform use with business and people goals.
• Monitor product usage and customer health to identify risks and expansion opportunities, and execute mitigation and growth plans with Account Management and Renewals.
• Enable customers on Culture Amp and the broader People & Culture domain, providing strategic guidance to accelerate adoption and value realization in line with business goals.
• Coordinate internal experts and ensure seamless handoffs across Sales and Customer Experience to meet customer objectives.
• Use AI-driven tools such as Gemini, Gong, and Glean to synthesize customer insights, refine strategic communications, and identify signals that can improve customer outcomes.
• Document key moments and decisions in systems of record such as Vitally or Salesforce, track value and renewal progress, and communicate status clearly and regularly.
• Coach customers through challenging conversations, set realistic expectations, and resolve escalations with internal leaders.
• Advocate for customers by sharing insights and structured feedback with Product and Engineering.
• Contribute to regional and global Customer Success improvement initiatives by sharing playbooks, insights, and scalable practices.
• Lead customer kickoffs, QBRs, project meetings, and risk-mitigation plans; collaborate with Account Managers and Renewals on renewal and expansion motions.
• Build internal relationships across account delivery and product teams, contribute to team projects, and develop a plan to achieve quarterly GRR and expansion targets.

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.
• A MacBook and budget to set up a home workspace.
• Five annual social impact days.
• Medical insurance coverage for the employee and family, available in the US and UK.

What This Job Offers

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