Senior Customer Success Manager, Commercial

Culture Amp • Chicago, IL

13d • 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. This is a strategic post-sale role working with People & Culture leaders to build success plans, lead executive strategy reviews, and translate people science insights into action. The role manages a broad book of business and works closely with Account Management, Renewals, Account Executives, People Science, Customer Trainers, Implementation, and Support. It also represents customer perspectives internally to inform the product roadmap.

The role is expected to manage primarily Mid-Market customers with approximately 400–1,000 employees and a portfolio of 70–80 or more accounts. Success is measured against quarterly Gross Revenue Retention (GRR) and growth targets. The position requires strategic customer guidance, effective risk and renewal management, and collaboration across customer-facing and product teams.

After three months, the successful candidate is expected to confidently run customer kick-offs, QBRs, project meetings, and risk mitigation plans; support renewal and expansion work with account managers and renewals; demonstrate working fluency in Culture Amp’s Engagement, Performance, Development, and AI Coach products; understand the top 20% of customers and how the platform supports their business outcomes; build strong internal relationships; contribute to team projects; and develop a plan to achieve quarterly GRR and expansion targets.

The estimated US on-target earnings range is $120,000–$150,000 USD. Compensation also includes equity and benefits. The position generally follows a hybrid approach: employees are asked to work from a local Culture Amp office an average of two days per week for most roles.

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 and executive-level relationships and influence customer commitment to initiatives, product adoption, and renewal decisions.
• Proven track record 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 recommended actions tied to business outcomes.
• Excellent expectation-setting, conflict management, and escalation-handling skills, including the ability to realign stakeholders on a path forward.
• Disciplined systems hygiene and portfolio management, including keeping systems of record current and communicating status, risks, and next steps.
• Collaborative, deeply 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 from administrators to executives and inspire action.
• Proficiency using AI tools to accelerate workflows, analyze customer sentiment, and scale personalized outreach across a large portfolio.
• Specific experience driving improvements across Customer Success teams tied to team and customer outcomes.

Nice To Haves

• Experience in SaaS Customer Success or Account Management, ideally including two years directly tied to revenue outcomes.
• Working knowledge of 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) 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; create 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 effective handoffs across sales and customer experience teams to deliver on customer objectives.
• Use AI-driven tools such as Gemini, Gong, and Glean to synthesize customer insights, improve strategic communication, and identify signals that support customer outcomes.
• Document key moments and decisions in systems of record such as Vitally or Salesforce, track value and renewal progress, and communicate status and next steps clearly.
• Coach customers through challenging conversations, set realistic expectations, and resolve escalations with internal leaders.
• Advocate for customers internally 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.
• Run customer kick-offs, QBRs, and project meetings; support risk mitigation, renewal, and expansion motions.
• Develop product fluency and understanding of Mid-Market use cases and customers’ business outcomes.
• Build internal relationships across account delivery and product teams, contribute to team projects, and plan for achieving 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 allowance to support wellbeing and lifestyle.
• Inclusive parental leave from day one.
• MacBook and a 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