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About the Role
Culture Amp is seeking a Senior Customer Success Manager to partner with Named Commercial (Mid-Market) customers, driving adoption, retention, and expansion of their Employee Experience and Performance platform. This strategic post-sale role involves building success plans, leading executive reviews, and translating people science insights into actionable strategies for HR leaders.
Responsibilities
- Own a book of primarily Named Commercial (Mid-Market) customers and are accountable for exceeding quarterly Gross Revenue Retention (GRR) and growth targets.
- Build Success Plans, and drive QBRs with HR leaders (CPOs/CHROs), aligning platform use to business and people goals.
- Proactively drive adoption by monitoring product usage and health to identify risks and expansion opportunities; create and execute mitigation and growth plans in partnership with Account Management and Renewals.
- Enable customers on Culture Amp and the broader people & culture domain; deliver strategic guidance that accelerates adoption and value realization for customers tied to their business goals.
- Coordinate and support the right internal experts at the right moments; ensure seamless handoffs from/to sales & customer experience to deliver against customer objectives.
- Leverage AI-driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and proactively identify signals that drive better customer outcomes.
- Document key moments and decisions in our system of record (e.g., Vitally/Salesforce), track value and renewal progress, and communicate clearly and often.
- Coach customers through challenging conversations, set realistic expectations, and resolve escalations in partnership with internal leaders.
- Advocate for customers internally by sharing insights and structured feedback to Product and Engineering to improve experience and outcomes.
- Contribute to continuous improvement initiatives across CS both at the region and global level; sharing playbooks, insights, and scalable practices with the team.
Requirements
- 3-6 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue outcomes.
- Proven ability to manage 70-80+ diverse Mid-Market accounts, driving adoption, retention, and expansion with clear, measurable outcomes.
- Drive multi-threaded and executive-level relationships and exercise strategic influence to drive customer commitment to new initiatives, product adoption, and renewal decisions.
- Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing “at-risk” accounts by using data-driven signals and value realignment to secure long-term commitment.
- Data storytelling: you can 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; you’re comfortable resetting and aligning on a path forward.
- Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps.
- Collaborative, deeply curious and have ownership mindset with demonstrated success working cross‑functionally to mitigate risk and drive growth.
- Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action.
- Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach across a large book of business.
- Specific experience driving improvements across CS teams tied to team and customer outcomes.
Skills
- Customer Success
- Account Management
- SaaS
- Revenue Outcomes
- Strategic Influence
- Risk Identification
- Churn Mitigation
- Data Storytelling
- Expectation Setting
- Conflict Management
- Escalation Handling
- Systems Hygiene
- Portfolio Management
- Cross-functional Collaboration
- Consultative Selling
- Empathy
- Persuasion
- AI Tools Proficiency
Location
- US
Work Type
- Hybrid
Experience Level
- Senior
Salary/Compensations
- $120,000—$150,000 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, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq 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.
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.