Senior Customer Success Manager
About The Position
We’re seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success. Working within our new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes. Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,000 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 in creating a better world of work.
Requirements
- Experience managing Enterprise or scaled B2B SaaS portfolios, with a strong understanding of strategic customer success in a scaled model.
- A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability.
- Strong executive communication skills and the ability to lead data-informed, value-based conversations.
- A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations.
- The ability to collaborate effectively across functions and operate with high accountability in a pod-based model.
- Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement.
Nice To Haves
- Previous experience in HR tech is a nice to have.
Responsibilities
- Own a unique Enterprise scaled portfolio: Manage 70-85 single product Enterprise customers totalling $3.5M ARR, with accountability for retention, adoption, expansion, and clear book ownership.
- Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew.
- Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation.
- Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent.
- Leverage automated plays: Use digitally-led customer experience (DLCX) motions, automation, and one-to-many outreach to increase adoption, surface opportunity and risk, and create consistency across your book.
- Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities.
- Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement.
- Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice.
Benefits
- Equity through our Employee Share Option Program, so you can share in our long-term success
- Learning programs and coaching to help you thrive and grow
- Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle
- Inclusive parental leave from day one
- A MacBook and budget to set up your home workspace, enabling flexibility
- Five annual social impact days to to give back to causes that matter to you
- Medical insurance coverage for you and your family (Available for US & UK only)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
