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About the Role
The Director, Customer Experience (CX) Pod Leader is accountable for driving customer value, retention, and expansion within a cross-functional pod. This role leads a team of Customer Success Managers and Renewals Managers, operating as an equal partner to the Director, Sales in building a unified go-to-market engine. This position requires co-leadership and commercial ownership tied to revenue.
Responsibilities
- Own the pod's renewal forecast and maintain forecast integrity.
- Lead pod territory design within the book of business.
- Diagnose and manage portfolio health by monitoring adoption trends, engagement signals, and risk indicators.
- Lead renewals process discipline and set strategy for renewal negotiations.
- Coach Customer Success Managers and Renewals Managers into strategic advisors.
- Serve as executive sponsor on high-stakes accounts and act as the senior CX point of contact for complex escalations.
- Drive adoption goal-setting and outcome delivery.
- Manage team performance rigorously and lead through structured performance management.
- Own the customer lifecycle as a shared responsibility with the Sales Pod Leader.
- Set the tone for one go-to-market engine, modeling cross-functional trust and unified customer engagement.
- Co-create the pod's go-to-market play roadmap.
- Optimize jointly for Net Revenue Retention (NRR) and value creation.
- Drive AI fluency and tool adoption across the pod.
- Synthesize and deliver joint pod Quarterly Business Reviews (QBRs).
- Serve as the pod's ultimate escalation point and own the resolution of complex issues.
- Build a pod culture of performance, setting a clear vision and translating strategy into focused execution.
Requirements
- Demonstrated success as a Customer Success leader with direct accountability for GRR, renewal outcomes, and team performance against retention and adoption goals.
- Experience owning and delivering a renewal forecast, including speaking to movement, risk, and specific actions driving the result.
- Deep understanding of CS methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment.
- Proven ability to coach and develop CS practitioners into high-performing strategic advisors.
- Commercial confidence, comfortable navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalations.
- Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps to drive customer outcomes.
- Demonstrated ability to work through ambiguity and lead a team through change, evolving models, or new ways of working.
Skills
- Coaching
- People leadership
- Building accountability
- Talent development
- Senior leadership presence
- Communication skills
- Data fluency
- Proficiency with Vitally, Salesforce, and Gong (or equivalent)
Location
- US
- UK
- Germany
- Australia
Work Type
- Hybrid
Experience Level
- Director
- Senior
Salary/Compensations
- $200,000—$240,000 USD OTE
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 (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 every day.
- 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.
- For more information visit cultureamp.com.
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.
- Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact privacy@cultureamp.com.