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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 Director, Customer Experience (CX) Pod Leader role is a strategic leadership position accountable for driving customer value, retention, and expansion across a shared book of business within a cross-functional pod.
You will lead 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. This role requires a different operating model than traditional CX leadership—specifically around co-leadership and commercial ownership tied directly to revenue.
Key responsibilities include:
**CX Practice Leadership:**
- Own the pod's renewal forecast, maintain forecast integrity, and translate CSM inputs into dependable numbers leadership can rely on
- Lead pod territory design, working with Sales and RevOps 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 where partnerships are at risk
- Drive adoption goal-setting across the pod's book and move the team from reactive firefighting 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, ensuring seamless handoffs from acquisition through adoption, renewal, and expansion
- Set the tone for one GTM engine by modeling cross-functional trust and unified customer engagement
- Co-create the pod's GTM play roadmap and identify quarterly priorities and customer segments
- 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, cross-functional issues
- Build a pod culture of performance alongside the Sales Pod Leader
The role requires 2 days per week in the San Francisco office on average, with flexibility for remote work.
**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 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 tools)
- Alignment with Culture Amp values and behaviors
