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Senior Customer Success Manager, Commercial

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Culture Amp

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Location:
Australia , Melbourne

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

We’re looking for a Senior Customer Success Manager to partner with our Named Commercial (Mid‑Market) customers to drive adoption, retention, and measurable outcomes across Culture Amp’s Employee Experience and Performance platform. You’ll be the strategic, post‑sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action.

Job Responsibility:

  • Own a book of Named Commercial (Mid-Market ~400 -1,000 employees) customers and drive adoption, value realization, and retention across the portfolio
  • Build Success Plans, lead Partnership Kick-offs, and run regular Executive Strategy Reviews with HR leaders (CPOs/Heads of People), aligning platform use to business and people goals
  • Proactively monitor product usage and health to identify risks and 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 and semi-custom content that accelerates adoption and outcomes
  • Coordinate the right internal experts (Implementation, Trainers, People Scientists, Support) at the right moments
  • ensure seamless handoffs and delivery against plan/SOW
  • 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
  • be a "learn-it-all," sharing playbooks, insights, and scalable practices with the team

Requirements:

  • Senior-level experience in Customer Success or Account Management within SaaS
  • Proven ability to manage a large, diverse Mid-Market book of business, driving adoption, retention, and expansion with clear, measurable outcomes
  • Strength in building executive-level relationships and leading strategic conversations with senior stakeholders
  • Data storytelling skills: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions
  • Excellent expectation-setting, conflict management, and escalation handling
  • Disciplined systems hygiene and portfolio management
  • Collaborative mindset with demonstrated success working cross-functionally (Support, Implementation, Training, People Science, Product, AM/Renewals)
  • A People Geek: deeply curious about people & culture, eager to learn fast, and motivated by customer outcomes
  • Consultative, empathetic, and persuasive
  • A learn-it-all who shares openly, improves playbooks, and helps elevate the CS profession
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 31, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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