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Senior Customer Success Manager - Commercial

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Culture Amp

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Location:
United States , San Francisco

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

131500.00 - 150000.00 USD / Year
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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 expansion 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. This role manages a broad book of business, collaborates cross‑functionally with Account Management, Renewals, People Science, Customer Trainers, Implementation, and Support, and advocates for the customer voice to influence our roadmap.

Job Responsibility:

  • Own a book of primarily Named Commercial (Mid‑Market ~400 -1,000 employees) 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
  • Enable customers on Culture Amp and the broader people & culture domain
  • Coordinate and support the right internal experts at the right moments
  • Leverage AI-driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and proactively identify signals
  • 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
  • Advocate for customers internally by sharing insights and structured feedback to Product and Engineering
  • Contribute to continuous improvement initiatives across CS both at the region and global level

Requirements:

  • 4-7 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
  • Drive multi-threaded and executive-level relationships and exercise strategic influence
  • Strategic Risk Identification & Churn Mitigation
  • Data storytelling
  • Excellent expectation‑setting, conflict management, and escalation handling
  • Disciplined systems hygiene and portfolio management
  • Collaborative, deeply curious and have ownership mindset
  • Consultative, empathetic, and persuasive
  • Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach
  • Specific experience driving improvements across CS teams tied to team and customer outcomes
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:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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