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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 own a strategic Enterprise-at-scale customer portfolio (70–85 single-product Enterprise customers totaling $3.5M ARR) with accountability for retention, adoption, expansion, and clear book ownership. 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 adopt, expand, and renew phases.
Key responsibilities include:
- Managing GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation
- Leading strategic customer conversations with C-suite stakeholders (CHROs, CPOs, etc.), connecting their priorities to measurable business value and validating renewal intent
- Using digitally-led customer experience (DLCX) motions, automation, and one-to-many outreach to increase adoption, surface opportunity and risk, and create consistency across your book
- Identifying and acting on risk early with urgency and sound judgment, especially during moments like lost sponsors, stalled adoption, and changing customer priorities
- Leveraging AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement
- Maintaining strong account hygiene in Vitally and related tools, sharing customer feedback, and contributing ideas and playbooks that strengthen CX and GTM practice
After 3 months, you'll independently own GRR and NRR across your Enterprise-at-scale book, work effectively within your GTM pod, deliver key customer moments with strong preparation and value-led storytelling, proactively manage customer health and risk using scaled workflows, build strong product knowledge, and use AI-supported workflows to streamline account planning.
The role is hybrid, with an expectation to work from the Chicago office an average of 2 days per week to unlock connection, pace, and culture.
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
