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About the Role
Culture Amp is seeking a Senior Customer Success Manager to join the Enterprise Customer Success team. This role involves collaborating with a cross-functional pod to manage the customer lifecycle, focusing on adoption, retention, and growth for enterprise clients. You will leverage a consultative, insight-led approach to help large organizations derive lasting value from Culture Amp.
Responsibilities
- Own retention and growth for a book of enterprise customers, sharing accountability for team results.
- Utilize data, health signals, and dashboards to prioritize efforts and set clear customer expectations.
- Lead strategic business reviews with senior stakeholders, translating platform data into business value and ROI.
- Identify and address underlying business problems beyond stated requests, planning proactive adoption strategies.
- Proactively identify and manage risk signals, leading collaborative save plans to resolution.
- Lead difficult conversations regarding pricing, contraction, and expansion, identifying opportunities for account managers.
- Build relationships across customer organizations and mobilize internal teams to deliver customer outcomes.
- Develop repeatable plays, leverage automation and AI, and share best practices with the wider CX team.
Requirements
- 3+ years of experience in a customer-facing role with accountability for retention and growth (e.g., customer success, account management, renewals).
- Experience managing a book of enterprise customers and owning outcomes like GRR and NRR.
- Experience leading strategic conversations with senior stakeholders and translating product data into actionable insights.
- Experience partnering with Sales and Renewals teams to protect and grow revenue.
- Familiarity with customer success and CRM tools (e.g., Vitally, Salesforce, Gong).
- Hands-on experience using AI tools in daily work for customer conversations, risk identification, and account summarization.
- Experience in HR tech, HCM, or adjacent SaaS is advantageous but not required.
Skills
- Consultative approach
- Insight-led approach
- Data analysis
- Strategic business reviews
- Risk identification
- Relationship building
- Automation
- AI tools
- Commercial courage
- Sound judgment
- Diagnostic curiosity
- Proactive risk management
- Influence through trust
- Resourcefulness
Location
- US
- UK
- Germany
- Australia
Work Type
- Hybrid
Experience Level
- Senior
Salary/Compensations
- $131,000—$150,000 USD
Benefits
- Equity through Employee Share Option Program
- Learning programs and coaching
- Quarterly refresh days
- Extended end-of-year break
- Monthly wellbeing and lifestyle allowance
- Inclusive parental leave
- MacBook and home workspace budget
- 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.
- 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.