Senior Customer Success Manager

Culture Amp • San Francisco, CA

2d • Hybrid

About The Position

Culture Amp is seeking a Senior Customer Success Manager to join its Enterprise Customer Success team. The role supports enterprise customers with 1,000 or more users and works in a cross-functional pod alongside Account Managers, Renewals Managers, and Account Executives. The pod shares responsibility for customers from the initial sale through renewal. The Senior Customer Success Manager owns the adoption motion and shares accountability for retention and growth, including gross revenue retention (GRR) and net revenue retention (NRR).

The role manages a large book of enterprise customers and uses a consultative, insight-led approach to help customers achieve lasting value and measurable outcomes from Culture Amp. It partners closely with People Scientists and commercial colleagues, using platform data, customer health signals, and dashboards to prioritize effort, guide adoption, address risks, and communicate business value and return on investment. The role also contributes repeatable customer-success plays, automation, AI practices, and shared learning for the wider Customer Experience team.

Most roles ask employees to work from their local Culture Amp office an average of two days per week. The estimated US on-target earnings range is $131,000–$150,000, with additional compensation components such as equity and benefits. The actual salary may vary based on market factors and assessed skills, capabilities, and experience.

Requirements

• At least 3 years of experience in a customer-facing role accountable for retention and growth, such as customer success, account management, or renewals.
• Experience managing a book of enterprise customers and owning outcomes such as GRR and NRR.
• Experience leading strategic conversations with senior stakeholders and translating product data into an actionable story.
• Experience partnering with Sales and Renewals teams to protect and grow revenue.
• Familiarity with customer success and CRM tools; examples include Vitally, Salesforce, and Gong.
• Hands-on experience using AI tools in day-to-day work, such as preparing for customer conversations, identifying risk, or summarizing account context, and a habit of sharing effective practices with the team.
• Commercial confidence in conversations about pricing, contraction risk, and expansion.
• Ability to prioritize effort and set realistic customer expectations across a large book.
• Diagnostic curiosity, including the ability to use layered questions to uncover underlying business problems and adoption barriers.
• Ability to identify risk proactively and lead collaborative plans to address it.
• Ability to build trust across customer organizations and influence cross-functional colleagues.
• Resourcefulness in building repeatable approaches, learning unfamiliar products and tools, and improving team practices.

Nice To Haves

• Experience in HR tech, HCM, or adjacent SaaS; advantageous but not required.

Responsibilities

• Own retention and growth for a book of enterprise customers, including accountability for GRR and NRR and shared responsibility for team results.
• Use customer data, health signals, and dashboards to prioritize work across a large book and set realistic expectations with customers.
• Lead strategic business reviews with senior stakeholders ahead of renewal, translating platform data into business value and a clear ROI story.
• Identify the underlying business problem behind customer requests and plan proactive adoption around outcomes that matter.
• Identify and raise risks early using behavioral and data signals, then lead collaborative save plans through to resolution.
• Lead conversations about pricing, contraction risk, and expansion, and surface opportunities to the Account Manager early.
• Build relationships across customer organizations beyond a single champion and coordinate colleagues across Account Management, Renewals, People Science, and Sales to deliver outcomes.
• Build repeatable plays and use automation and AI to support a growing customer book.
• Share playbooks and learnings with the wider Customer Experience team.

Benefits

• Equity through the Employee Share Option Program.
• Learning programs and coaching.
• Quarterly refresh days, an extended end-of-year break, and a monthly allowance to support wellbeing and lifestyle.
• 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