SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Culture Amp is seeking a Senior Customer Success Manager to own strategic Enterprise customer relationships (1,000+ users). You'll manage a portfolio of 40-55 Enterprise accounts totaling $3.5M–$4M ARR, with accountability for retention, adoption, expansion, and clear book ownership.
In this role, you'll drive commercial outcomes by managing Gross Retention Rate (GRR) and Net Retention Rate (NRR) through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation. You'll identify and act on customer risk early—managing situations like lost sponsors, stalled adoption, and shifting priorities—with urgency and sound judgment.
You'll lead strategic customer conversations that connect their priorities to measurable business value, strengthen executive relationships with CHROs and CPOs, and validate renewal intent. Working within Culture Amp's GTM pod model, you'll partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adoption, expansion, and renewal.
You'll leverage digitally-led customer motions and automation to surface opportunity and risk, and use AI-enabled tools and workflows to prepare for conversations, surface insights, reduce manual work, and focus on strategic engagement. You'll maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen the broader CX and GTM practice.
You bring 3+ years of enterprise customer success or account management experience, ideally with AI-forward solutions. You have a track record of owning GRR and NRR while balancing customer outcomes with commercial accountability. You're a strong executive communicator, proactive in risk management, and comfortable using AI as a practical tool to synthesize information and improve customer engagement consistency.
