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Culture Amp is seeking a Senior Customer Success Manager to own strategic relationships with Enterprise customers (1,000+ users) and drive retention, adoption, and expansion outcomes. You will manage a portfolio of 40-55 Enterprise accounts totaling $3.5M–$4M ARR, with clear accountability for Gross Retention Rate (GRR) and Net Retention Rate (NRR).
In this role, you'll operate within Culture Amp's GTM pod model, partnering closely with Sales, Renewal Managers, and pod leaders to own the full customer revenue lifecycle across adoption, expansion, and renewal phases. Key responsibilities include conducting bi-annual Executive Strategy Reviews with C-suite stakeholders (CHROs, CPOs), identifying and mitigating customer risk early through proactive engagement, and creating CSQLs (Customer-Sourced Qualified Leads) for expansion.
You'll leverage AI-enabled tools and automated customer plays to surface opportunities and risks, reduce manual work, and prepare for high-impact customer conversations. Strong account hygiene in Vitally and related systems is essential, as is the ability to connect customer priorities to measurable business value and validate renewal intent.
The role requires 3+ years of enterprise customer success or account management experience, ideally with AI-forward solutions. You should demonstrate a track record of owning GRR/NRR metrics, strong executive communication skills, proactive risk management, and comfort using AI as a practical tool for synthesis and prioritization. Collaboration across functions and high accountability in a pod-based model are critical.
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 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.
