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Culture Amp is the world's leading employee experience platform, serving 25 million employees across 6,000+ companies. The company empowers organizations to transform employee engagement, drive performance management, and develop high-performing teams using people science and comprehensive employee data.
We are seeking a Senior Customer Success Manager to own our Enterprise account book across France and CEMEA regions. This hybrid role sits at the intersection of Customer Success and Renewals, requiring strategic account leadership, executive relationship building, and complex contract renewal management.
You will serve as the primary strategic advisor to Enterprise customers (1,000+ employees), leading conversations with C-suite executives (CPOs, Heads of People, Org Development). Key responsibilities include:
• Own and manage a portfolio of Enterprise customers, driving adoption, retention, and business outcomes across the full customer lifecycle
• Lead strategic customer journey touchpoints: Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, and platform enablement sessions
• Develop and execute renewal strategies, proactively identifying and mitigating renewal risks for on-time renewals
• Lead complex contract negotiations end-to-end, partnering with legal and finance on terms, pricing, and compliance
• Identify upsell and cross-sell opportunities at renewal, collaborating with Account Executives, CSMs, Product, and Support
• Serve as the voice of the customer, providing feedback to Product and Engineering on platform improvements
• Mentor and guide Renewal Managers and CSMs on customer engagement, negotiation, and pipeline management
• Contribute to the refinement of Enterprise Renewal playbooks, pricing reviews, auto-renewal policies, and discounting frameworks
• Identify workflow inefficiencies and recommend improvements to enhance team performance and operational scalability
Within 3 months, you will take full ownership of your Enterprise customer book, facilitate key customer journey touchpoints, build fluency in Culture Amp's platform and renewal processes, establish crucial internal relationships, and contribute to cross-functional growth initiatives.
Culture Amp offers 2 days/week in-office expectation for connection and culture building. The company is backed by leading venture capital, recognized by Forbes as a top private cloud company, and has offices in the US, UK, Germany, and Australia.
REQUIREMENTS:
• Essential: 3-5+ years of experience in Customer Success, Renewals, or Account Management in SaaS or Enterprise software environments
• Essential: Native French-speaker (in addition to English)
• Background in customer-facing SaaS roles or first-hand HR/People & Culture experience
• Proven track record of meeting or exceeding retention and revenue goals, including managing million-dollar-plus contract renewals
• Deep understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts (ROI, TCO)
• Strong mentorship and coaching capabilities with collaborative, learn-it-all approach
• Proficiency in CRM and Customer Success platforms (Salesforce and Vitally preferred), plus Zoom, Slack, and G-Suite
• Beneficial: Native Arabic-speaker
