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Culture Amp is seeking a Senior Customer Success Manager to own strategic Enterprise customer relationships and drive commercial outcomes. You will manage a portfolio of 40-55 Enterprise customers representing $3.5M–$4M ARR, with accountability for retention, adoption, expansion, and book ownership.
Key responsibilities include:
- Own a strategic Enterprise portfolio with clear accountability for GRR, NRR, retention, and expansion
- Drive commercial outcomes through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation
- Identify and mitigate customer risk early, especially during moments like lost sponsors, stalled adoption, or changing priorities
- Lead strategic customer conversations with C-suite stakeholders (CHROs, CPOs, etc.), connecting their priorities to measurable business value
- Operate within Culture Amp's GTM pod model, partnering closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model
- Leverage automated plays and AI-enabled tools to surface opportunity and risk, improve account planning, and reduce manual work
- Maintain strong account hygiene in Vitally and related systems, share customer feedback, and contribute to broader CX and GTM playbooks
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, and the ability to collaborate across functions in a pod-based model are essential. You're comfortable using AI as a practical tool to synthesize information, improve prioritization, and increase engagement quality.
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. Most roles require 2 days per week in the local office to foster connection and culture.
