Senior Customer Success Manager, Commercial

Culture Amp • Austin, TX

14h • $120,000 - $150,000 • Hybrid

About The Position

The Senior Customer Success Manager partners with Named Commercial (Mid-Market) customers to drive adoption, retention, and expansion across Culture Amp’s 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 translating people science insights into action.

The role manages a broad book of business and works closely with Account Management, Renewals, and Account Executives, as well as People Science, Customer Trainers, Implementation, and Support. It represents the customer voice internally and contributes to regional and global customer success improvements. The position is suited to someone who is curious, customer-first, and outcomes-focused.

Requirements

• 3–6 years of experience in Customer Success or Account Management within SaaS; ideally, 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 build multi-threaded, executive-level relationships and influence customer commitment to initiatives, product adoption, and renewal decisions.
• Proven ability to identify and reverse 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 recommended actions tied to business outcomes.
• Strong expectation-setting, conflict management, and escalation-handling skills, including comfort resetting expectations and aligning 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-oriented approach, with demonstrated cross-functional success mitigating risk and driving growth.
• Consultative, empathetic, and persuasive communication skills, with the ability to tailor messaging from administrators to executives and inspire action.
• Proficiency using AI tools to accelerate workflows, 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.

Nice To Haves

• Experience in SaaS Customer Success or Account Management with at least 2 years directly tied to revenue outcomes.
• Working fluency in Culture Amp’s Engagement, Performance, Development, and AI Coach products and common Mid-Market use cases.

Responsibilities

• Own 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 adoption risks and expansion opportunities, then develop and execute mitigation and growth plans with Account Management and Renewals.
• Enable customers on Culture Amp and the broader people and culture domain, providing strategic guidance to accelerate adoption and value realization.
• 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, improve strategic communication, and identify signals that support better customer outcomes.
• Document important customer moments and decisions in systems of record such as Vitally or Salesforce, track value and renewal progress, and communicate 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 CS improvement initiatives by sharing playbooks, insights, and scalable practices.
• Run customer kick-offs, QBRs, project meetings, and risk mitigation plans; support renewal and expansion motions in collaboration with Account Managers and Renewals.
• 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 employees and their families, available in the US and UK.

What This Job Offers

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