Senior Customer Success Manager, Enterprise

Culture Amp • Austin, TX

1d • Hybrid

About The Position

Culture Amp is seeking a Senior Customer Success Manager to support Enterprise customers with 1,000 or more users through strategic partnership, proactive risk management, and value-led customer success. The role manages a scaled portfolio of 70–85 single-product Enterprise customers totaling $3.5 million in ARR, with accountability for retention, adoption, expansion, and customer outcomes.

Working in Culture Amp’s GTM pod model, the Senior Customer Success Manager partners closely with Sales, Renewal Managers, and pod leaders to coordinate the full customer revenue lifecycle across adoption, expansion, and renewal. The role drives gross and net revenue retention through executive strategy reviews, adoption planning, risk mitigation, and customer success-qualified lead creation. It also uses digitally led customer experience motions, automation, one-to-many outreach, and AI-enabled tools to improve customer engagement and portfolio management.

The role is based around Culture Amp’s local offices, with most roles expected to work from an 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. After three months, the person is expected to independently own GRR and NRR across their portfolio, work effectively within their GTM pod, deliver well-prepared value-led customer conversations, proactively manage account health and risk, build product knowledge, and use AI-supported workflows to improve account planning and book management.

Requirements

• Experience managing Enterprise or scaled B2B SaaS portfolios and understanding strategic customer success in a scaled model.
• A track record of owning gross and net revenue retention 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.
• 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.

Responsibilities

• Manage a portfolio of 70–85 single-product Enterprise customers with 1,000 or more users, totaling $3.5 million in ARR, and own retention, adoption, expansion, and account outcomes.
• Partner with Sales, Renewal Managers, and pod leaders in the GTM pod model to coordinate account strategy across adoption, expansion, and renewal.
• Drive gross and net revenue retention through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and customer success-qualified lead creation.
• Lead strategic customer conversations that connect customer priorities to measurable business value, strengthen executive relationships, and validate renewal intent.
• Use digitally led customer experience motions, automation, and one-to-many outreach to increase adoption, surface opportunities and risks, and create consistency across the portfolio.
• Identify customer risks early and drive timely mitigation plans, including in situations involving lost sponsors, stalled adoption, or changing priorities.
• Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and improve prioritization and customer engagement.
• Maintain account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks to improve the CX and GTM practice.
• Build strong product knowledge and connect Culture Amp’s platform to customer goals.
• Contribute to coordinated account strategy within the GTM pod and deliver customer moments with preparation, value-led storytelling, and clear follow-through.

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 supporting 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 in the US and UK.

What This Job Offers

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