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Salary: USD 131,000 - 150,000 / 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 recognized by Forbes and Fast Company for innovation.
You will join as a Senior Customer Success Manager focused on Enterprise customers (1,000+ users), managing a portfolio of 70–85 single-product Enterprise accounts totaling $3.5M ARR. You'll operate within Culture Amp's GTM pod model, partnering closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX structure that owns the full customer revenue lifecycle.
Key responsibilities include:
- Own GRR and NRR across your Enterprise-at-scale book through bi-annual Executive Strategy Reviews, adoption planning, and proactive risk management
- Lead strategic customer conversations with C-suite stakeholders (CHROs, CPOs, etc.), connecting their priorities to measurable business value
- Manage customer health, adoption, and risk using digitally-led customer experience (DLCX) motions and automation to increase adoption and surface opportunities
- Identify and act on risk early—managing moments like lost sponsors, stalled adoption, and shifting customer priorities
- Leverage AI-enabled tools and workflows to prepare for conversations, surface insights, reduce manual work, and improve account hygiene in Vitally
- Contribute ideas and playbooks that strengthen the broader CX and GTM practice
You'll work from the Austin office an average of 2 days per week; the role is hybrid.
Requirements:
- Experience managing Enterprise or scaled B2B SaaS portfolios with strong understanding of strategic customer success in a scaled model
- Track record of owning GRR and NRR while balancing customer outcomes with commercial accountability
- Strong executive communication skills and ability to lead data-informed, value-based conversations
- Proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations
- Ability to collaborate effectively across functions and operate with high accountability in a pod-based model
- Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase quality and consistency of customer engagement
- Previous experience in HR tech is a nice to have
