Who are we looking for?
You are deeply curious and passionate about people and culture. At heart, you're what we call a ‘People Geek’. Culture Amp is looking for exceptional, team-oriented people interested in working within a close-knit customer team that builds effective relationships with hundreds of the world's most innovative companies.
You enjoy the idea of managing the end-to-end experience of every customer, from the moment they sign up to the point at which they are singing our praises to anybody who will listen. You revel in the idea of helping customers to plan, design, launch, analyse and communicate survey results. You're confident in your ability to creatively solve customer problems. You get a kick out of working closely with customers, and you'll make sure that they are in love with us every time a renewal comes around. And you'll constantly be thinking about ways in which we can improve our product and the processes we use to deliver it.
We'll teach you everything we have learned about people ops, organisational development, survey design and analytics — but your experience in these areas will help you to hit the ground running. And any experience you have working with SaaS platform customers, especially in the HR space, will come in handy.
The Opportunity at Culture Amp
We are looking for a Mid-Market Customer Success Manager to help scale the business impact of People and Culture across 100s of companies in EMEA up to 1,000 employees via adoption of the Culture Amp platform.
This Customer Success role offers a fantastic opportunity to contribute to our mission by driving high impact product adoption and ultimately customer outcomes across the EMEA region.
How you’ll spend your time:
The main goals of CS are: customer retention (north star objective), risk identification & mitigation, product adoption, customer advocacy, and expansion.
In order to achieve those goals, CSMs will focus on:
- Value realization & management
- Supporting customers to achieve their strategic objectives and goals with CA through their adoption, and ongoing use of CA through strategic conversations with customers
- Ongoing Book of Business (BoB) maintenance & management
- Building strong customer partnerships where the CSM is a trusted advisor
- Project management and guidance - being a strong natural leader that shepherds and enables customers through survey or performance cycle successfully and helps support a great customer experience
- Cross-functional collaboration to prepare for customer meetings, activity, set other functions up for success etc
- leveraging a commercial mindset, getting curious with customers to surface opportunities for commercial team
- Investing and driving own growth & development - leveraging what CA offers and also exploring personal growth areas
- Supporting customer advocacy - identifying, nurturing and supporting the construction of customer stories to amplify to our community
What would you bring to Culture Amp:
- Background in a Product Specialist, Implementation Specialist or Customer Success role at a SaaS company is highly preferred
- Experience within Industrial-Organisational Psychology or HR/Business Analytics is advantageous
- Experience supporting small-medium sized organisations of up to 1,000 employees
- Passion for working with key stakeholders to deliver great experiences
- Warm, positive attitude and strong empathy to help guide customers
- Proficiency with tools such as Slack, Zendesk, HubSpot, Trello, and a variety of others
