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Senior Customer Success Manager

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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:

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. You’ll thrive here if you’re deeply curious, customer first, and outcomes focused.

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
  • 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:

  • 4-7 years of experience in Customer Success or Account Management within SaaS
  • Ideally 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
  • Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing “at-risk” accounts
  • Data storytelling: 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, deeply curious and have ownership mindset with demonstrated success working cross‑functionally
  • Consultative, empathetic, and persuasive—able to tailor your message from admins to executives
  • 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: A quarterly company-wide shutdown day in each region
  • Extended year-end breaks: An extended refresh period at the end of year
  • Excellent parental leave and in work support program available from day 1
  • 5 Social Impact Days a year to make a positive impact on the community outside of work
  • MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
  • 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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