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About the Role
We are seeking a Senior Customer Success Manager to manage Enterprise accounts in France and CEMEA, focusing on driving adoption, building executive relationships, and handling complex contract renewals. This hybrid role combines Customer Success and Renewals, and will contribute to shaping Culture Amp's Enterprise CX playbook.
Responsibilities
- Own a book of Enterprise customers (1,000+ employees) across French and CEMEA regions, serving as their primary strategic advisor.
- Lead strategic conversations with customers and their Executive teams, advising on people strategies.
- Proactively drive product adoption, retention, and business outcomes.
- Facilitate key customer journey touchpoints including Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, Project Meetings, and platform enablement sessions.
- Develop and execute strategic plans to secure on-time renewals for Enterprise customers, proactively identifying and mitigating renewal risks.
- Lead complex contract negotiations end-to-end, partnering with legal and finance on terms, pricing, and compliance.
- Serve as the primary point of contact for all renewal discussions, balancing customer needs with company objectives and accurately forecasting pipeline.
- Work closely with Account Executives to identify upsell and cross-sell opportunities at renewal.
- Collaborate with CSMs, People Scientists, Product, and Support for a seamless customer experience.
- Reset expectations with customers by having challenging conversations when appropriate.
- Nurture and track renewal success and customer value in the CRM, communicating openly and keeping relevant information up to date.
- Advance the customer voice by providing feedback to Product and Engineering on platform improvements.
- Contribute to and lead continuous improvement activities for Customer Success.
- Serve as the region's key contributor for renewal and customer success best practices.
- Mentor and guide Renewal Managers and CSMs, enhancing their skills in customer engagement, negotiation, and pipeline management.
- Identify inefficiencies in renewal and success workflows, recommending improvements.
- Contribute to the ongoing refinement of Enterprise Renewal playbooks, procedures, policies, and tooling.
Requirements
- 3-5+ years of experience in Customer Success, Renewals, or Account Management in a SaaS or Enterprise software environment.
- Background in a customer-facing SaaS role or first-hand HR/People & Culture experience.
- Proven track record of meeting or exceeding retention and revenue goals, including managing complex, million-dollar-plus contract renewals.
- Deep understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts like ROI and TCO.
- Strong mentorship and coaching capabilities.
- Proficiency in CRM and Customer Success platforms (Salesforce and Vitally preferred), plus Zoom, Slack, and G-Suite.
- Native French-speaker in addition to English.
- Native Arabic-speaker is beneficial.
Skills
- Customer Success
- Renewals
- Account Management
- SaaS
- Enterprise Software
- Collaboration
- Problem-solving
- Negotiation
- CRM
- Customer Success Platforms
- Salesforce
- Vitally
- Zoom
- Slack
- G-Suite
- People & Culture topics
- SaaS metrics
- Financial concepts
- Mentorship
- Coaching
Location
- France
- CEMEA
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
Benefits
- Equity through Employee Share Option Program
- Learning programs and coaching
- Quarterly refresh days
- Extended end-of-year break
- Monthly allowance for wellbeing and lifestyle
- Inclusive parental leave from day one
- MacBook and budget for home workspace
- Five annual social impact days
- Medical insurance coverage for you and your family (US & UK only)
About the Company
- 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, innovative companies depend on Culture Amp.
- 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.
Equal Opportunity
- Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don’t meet every requirement, but your unique experience matters. If you’re interested in joining us, we strongly encourage you to apply and help us build a more diverse and impactful team.
- If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.