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About the Role
We are seeking a Senior Customer Success Manager to manage a portfolio of Enterprise accounts, focusing on driving adoption, building executive relationships, and handling complex contract renewals. This hybrid role combines Customer Success and Renewals, and you will contribute to shaping Culture Amp's Enterprise Customer Experience playbook.
Responsibilities
- Own a book of Enterprise customers (1,000+ employees) across French and CEMEA regions, acting as their primary strategic advisor.
- Lead strategic discussions with customers and their Executive teams regarding people strategies.
- Proactively drive product adoption, retention, and business outcomes for Enterprise accounts.
- Facilitate key customer journey touchpoints including Kick-Offs, Feedback Strategy Reviews, Business Reviews, Project Meetings, and platform enablement.
- Develop and execute strategic plans to ensure on-time renewals for Enterprise customers.
- Lead complex contract negotiations, 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.
- Accurately forecast renewal pipeline.
- Collaborate with Account Executives to identify upsell and cross-sell opportunities.
- Partner with CSMs, People Scientists, Product, and Support for a seamless customer experience.
- Address customer expectations through direct conversations when necessary.
- Track renewal success and customer value in the CRM, maintaining up-to-date information.
- Provide feedback to Product and Engineering to enhance the platform.
- Contribute to continuous improvement activities within Customer Success.
- Serve as a key contributor for renewal and customer success best practices.
- Identify and recommend improvements for renewal and success workflows.
- Contribute to the 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.
- Experience in a customer-facing SaaS role or HR/People & Culture experience.
- Proven track record of meeting or exceeding retention and revenue goals.
- Experience managing complex, million-dollar-plus contract renewals.
- Proficiency in CRM and Customer Success platforms (Salesforce and Vitally preferred).
- Proficiency in Zoom, Slack, and G-Suite.
- Native French-speaker.
- Native Arabic speaker is beneficial but not essential.
Skills
- Customer Success
- Renewals
- Account Management
- SaaS
- Enterprise Software
- HR/People & Culture
- Strategic Advisory
- Executive Relationship Building
- Contract Negotiation
- Pipeline Forecasting
- Upselling
- Cross-selling
- Customer Journey Management
- CRM Platforms
- Customer Success Platforms
- SaaS Metrics
- Financial Concepts (ROI, TCO)
- Mentorship
- Coaching
- Collaboration
- Problem-Solving
- Adaptability
- Communication
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 home workspace budget
- 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 including Canva, On, Asana, Dolby, McDonalds and Nasdaq 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.