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Salary: USD 200,000 - 240,000 / annual
Culture Amp is the world's leading employee experience platform serving 25 million employees across 6,000+ companies. The company is backed by leading venture capital and has offices in the US, UK, Germany, and Australia.
The Director, Customer Experience (CX) Pod Leader role is accountable for driving customer value, retention, and expansion across a shared book of business within a cross-functional pod. This position leads a team of Customer Success Managers and Renewals Managers with commercial rigor and coaching intensity, operating as an equal partner to the Director of Sales in building a unified go-to-market (GTM) engine.
Key responsibilities include:
**CX Practice Leadership:**
- Own the pod's renewal forecast, maintain forecast integrity, and provide week-over-week movement updates to leadership
- Lead pod territory design to optimize for coverage, collaboration, and customer continuity
- Diagnose and manage portfolio health through monitoring adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong
- Lead renewals process discipline, set strategy for renewal negotiations, and own Gross Revenue Retention (GRR) as a personal accountability
- Coach CSMs and Renewals Managers into strategic advisors through consistent 1:1s, performance coaching, and career development
- Serve as executive sponsor on high-stakes accounts and handle complex escalations
- Drive adoption goal-setting across the pod's book and move the team from reactive to proactive engagement
- Manage team performance rigorously through structured performance management and hiring decisions
**Shared Pod Responsibilities (co-owned with Director of Sales):**
- Own the customer lifecycle as a shared responsibility with seamless handoffs from acquisition through adoption, renewal, and expansion
- Set the tone for one unified GTM engine, modeling cross-functional trust and shared accountability
- Co-create the pod's GTM play roadmap and quarterly plan
- Optimize jointly for Net Revenue Retention (NRR) and value creation
- Drive AI fluency and tool adoption across the pod
- Synthesize and deliver joint pod quarterly business reviews
- Serve as the pod's ultimate escalation point for complex issues
- Build a pod culture of performance alongside the Sales Pod Leader
The role requires operating differently than traditional CX leaders, with emphasis on co-leadership and commercial ownership tied to revenue.
**Requirements:**
- Demonstrated success as a Customer Success leader with direct accountability for GRR, renewal outcomes, and team performance against retention and adoption goals
- Experience owning and delivering a renewal forecast, including speaking to movement, risk, and specific actions driving results
- Deep understanding of CS methodology, LAER frameworks, and value-based customer engagement in B2B SaaS
- Proven ability to coach and develop CS practitioners into high-performing strategic advisors
- Commercial confidence in navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalations
- Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps
- Demonstrated ability to work through ambiguity and lead teams through change and new ways of working
- Strong coaching and people leadership capabilities with ability to build accountability and develop talent
- Senior leadership presence and communication skills for high-stakes customer moments and internal stakeholder alignment
- Data fluency and proficiency with Vitally, Salesforce, and Gong (or equivalent)
- Alignment with Culture Amp values and behaviors
