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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 are seeking a Senior Customer Success Manager to partner strategically with Named Commercial (Mid-Market) customers to drive adoption, retention, and expansion. You will serve as the post-sale strategic partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into actionable outcomes.
You will own a broad book of primarily Mid-Market accounts (~400-1,000 employees) and collaborate closely within a pod model that includes Account Management, Renewals, Account Executives, People Science, Customer Trainers, Implementation, and Support teams.
Key Responsibilities:
- Own a portfolio of Named Commercial customers and drive quarterly Gross Revenue Retention (GRR) and growth targets
- Build and execute Success Plans; conduct Quarterly Business Reviews (QBRs) with HR leaders (CPOs/CHROs) aligned to business and people goals
- Proactively monitor product usage and health to identify risks and expansion opportunities; create and execute mitigation and growth plans
- Enable customers on Culture Amp's platform and broader people & culture domain; deliver strategic guidance tied to business objectives
- Coordinate internal experts and ensure seamless handoffs from sales and customer experience teams
- Leverage AI-driven tools (Gemini, Gong, Glean) to synthesize customer insights and identify signals driving better outcomes
- Maintain disciplined systems hygiene in Vitally/Salesforce; track value and renewal progress with clear communication
- Coach customers through challenging conversations, manage expectations, and resolve escalations
- Advocate for customer voice internally; share structured feedback with Product and Engineering
- Contribute to continuous improvement initiatives; share playbooks and scalable practices across CS teams
Within 3 months, you will 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 top customers and their business outcomes; build strong internal relationships; and develop plans to hit quarterly GRR and expansion targets.
Requirements:
- 3-6 years of experience in Customer Success or Account Management within SaaS, with at least 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; exercise strategic influence to drive customer commitment
- Proven track record 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; keep systems of record current
- Collaborative, curious, and ownership-minded; demonstrated success working cross-functionally
- Consultative, empathetic, and persuasive communication; ability to tailor messaging from admins to executives
- Proficiency with 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
Culture Amp offers hybrid work (average 2 days/week in local office), equity through Employee Share Option Program, learning programs, quarterly refresh days, extended end-of-year break, monthly wellbeing allowance, inclusive parental leave, MacBook and home workspace budget, five annual social impact days, and medical insurance (US & UK).
