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Senior Customer Success Coach

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Culture Amp

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Location:
United States , Chicago

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

125000.00 - 140000.00 USD / Year
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Job Description:

Join us on our mission to make a better world of work. The Senior CSM leads the customer’s strategic journey, translating platform capabilities into measurable business outcomes. They proactively mitigate churn risk and drive expansion by shaping executive perspectives and fostering a culture of continuous value realization across their book of business.

Job Responsibility:

  • Drive the customer's strategic journey by building Success Plans to ensure alignment with business objectives
  • Deliver high-quality Executive Strategy reviews using data-backed narratives and storytelling that links platform usage to value realization
  • Consistently secure participation from and influence senior decision-makers
  • Cross-functional partnership with Renewals, Sales, and People Science to ensure unified messaging and to unlock adoption or expansion opportunities
  • Orchestrate the end-to-end customer journey by strategically deploying internal experts
  • Own your book of business by independently identifying early risk signals and raising comprehensive mitigation plans
  • Proactively monitor account health to ensure a zero surprise churn rate
  • Formulate and lead multi-team collaboration strategies to resolve risks to retention and adoption goals
  • Connect platform knowledge to specific customer business challenges or objectives
  • Use usage data to identify adoption risks early and create actionable plans to deepen platform usage
  • Stay current on all new feature launches and certifications
  • Leverage AI tools (e.g. Gemini, Gong, Glean) to synthesize meeting insights, analyze customer sentiment, and refine engagement strategies
  • Ensure systems of record (e.g. Vitally) are updated to effectively capture and document critical moment in the customer journey
  • Coaches and mentors peers on proactive risk management, escalation handling, and product fluency
  • Convert customers into strategic advocates by facilitating peer-to-peer networking, and securing participation in case studies or events
  • Act as a trusted internal consultant by championing customer insights to shape feature development

Requirements:

  • 3+ years of experience as a Customer Success Manager in a SaaS environment
  • Proven track record of influencing and partnering with senior executive stakeholders within complex organizations
  • Demonstrated ability to drive product adoption and measurable customer outcomes
  • Experience independently managing a diverse book of business with minimal leadership oversight
  • Strong history of achieving high Gross Revenue Retention (GRR) through proactive risk identification and data-driven insights
What we offer:
  • Employee Share Options Program
  • Programs, coaching, and budgets to help you thrive personally and professionally
  • Access to external providers for mental wellbeing and coaching support
  • Monthly Camper Life Allowance
  • Team budgets dedicated to team building activities and connection
  • Intentional quarterly wellbeing pauses
  • Extended year-end breaks
  • Excellent parental leave and in work support program available from day 1
  • 5 Social Impact Days a year
  • MacBooks for you to do your best & a work from home office budget
  • Medical insurance coverage for you and your family (Available for US & UK only)

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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