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Culture Amp is seeking a Senior Customer Success Manager to own strategic Enterprise customer relationships (1,000+ users). You will manage a portfolio of 40-55 Enterprise accounts totaling $3.5M–$4M ARR, with direct accountability for retention, adoption, expansion, and revenue outcomes.
In this role, you'll partner closely with Sales and Renewals teams within Culture Amp's GTM pod model to align on account strategy and deliver coordinated customer experiences. Key responsibilities include:
• Own a strategic Enterprise portfolio with clear book ownership and accountability for GRR and NRR metrics.
• Drive commercial outcomes through bi-annual Executive Strategy Reviews, adoption planning, and proactive risk management.
• Identify and mitigate risk early—managing situations like lost sponsors, stalled adoption, and shifting customer priorities with sound judgment.
• Lead strategic conversations with C-suite stakeholders (CHROs, CPOs, etc.), connecting their priorities to measurable business value and validating renewal intent.
• Operate within the GTM pod model, partnering with Sales, Renewal Managers, and pod leaders in a co-led model that owns the full customer revenue lifecycle.
• Leverage digital-led customer motions, automation, and AI-enabled tools to surface opportunities, reduce manual work, and improve consistency across your book.
• Maintain strong account hygiene in Vitally and related systems, share customer feedback, and contribute playbooks that strengthen CX and GTM practices.
You bring 3+ years of enterprise customer success or account management experience, ideally with AI-forward solutions. You have a proven track record of owning GRR and NRR while balancing customer outcomes with commercial accountability. Strong executive communication skills, proactive risk management, cross-functional collaboration, and comfort using AI as a practical tool are essential. You're curious about customers and product, operate with high accountability, and thrive in pod-based models.
Within 3 months, you'll independently own GRR and NRR across your Enterprise book, work effectively within your GTM pod, deliver key customer moments with strong preparation and value-led storytelling, proactively manage customer health and adoption, build strong product knowledge, and use AI-supported workflows to streamline account planning and improve book management.
Culture Amp is the world's leading employee experience platform, serving 25 million employees across 6,000+ companies including Canva, On, Asana, Dolby, McDonald's, and Nasdaq. The company is backed by leading venture capital funds and has offices in the US, UK, Germany, and Australia. Culture Amp expects most employees to work from their local office an average of 2 days per week.
