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Salary: USD 120,000 - 150,000 / annual
Culture Amp is the world's leading employee experience platform serving 25 million employees across 6,000+ companies. The company empowers organizations to transform employee engagement, drive performance management, and develop high-performing teams using people science and comprehensive employee data.
We're seeking a Senior Customer Success Manager to partner with Named Commercial (Mid-Market) customers to drive adoption, retention, and expansion outcomes. You'll serve as the strategic post-sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into actionable outcomes.
You'll manage a broad book of primarily Mid-Market accounts (~400-1,000 employees) and collaborate closely within a pod model including Account Management, Renewals, Account Executives, People Science, Customer Trainers, Implementation, and Support. You'll be accountable for exceeding quarterly Gross Revenue Retention (GRR) and growth targets while advocating for the customer voice to influence product roadmap decisions.
Key responsibilities include: owning a portfolio of Named Commercial customers and driving GRR/growth targets; building Success Plans and conducting QBRs with HR leaders (CPOs/CHROs); proactively monitoring product usage and health to identify risks and expansion opportunities; enabling customers on Culture Amp's platform and broader people & culture domain; coordinating internal experts for seamless customer delivery; leveraging AI-driven tools (Gemini, Gong, Glean) to synthesize insights and identify signals; maintaining disciplined systems hygiene in Vitally/Salesforce; coaching customers through challenging conversations and resolving escalations; advocating internally for customer feedback to Product and Engineering; and contributing to continuous improvement initiatives across the CS organization.
Within three months, you'll confidently run customer kick-offs, QBRs, and project meetings; demonstrate working fluency in Culture Amp's core products (Engagement, Performance, Development & AI Coach); deeply understand your top 20% of customers; build strong internal relationships; and develop a plan to hit quarterly GRR and expansion targets.
Requirements:
- 3-6 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 with measurable outcomes
- Demonstrated ability to drive multi-threaded and executive-level relationships and exercise strategic influence
- Proven track record of identifying and reversing at-risk accounts using data-driven signals and value realignment
- Strong data storytelling skills: translate usage data, benchmarks, and people insights into clear narratives tied to business outcomes
- Excellent expectation-setting, conflict management, and escalation handling
- Disciplined systems hygiene and portfolio management; maintain current systems of record and communicate status, risks, and next steps
- Collaborative, deeply curious, ownership mindset with demonstrated cross-functional success
- Consultative, empathetic, and persuasive communication; ability to tailor messaging 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
