How you can help make a better world of work
The Senior CSM leads the customer’s strategic journey, translating platform capabilities into measurable business outcomes. They proactively mitigate churn risk and drive expansion by shaping executive perspectives and fostering a culture of continuous value realization across their book of business.
What You Bring to Our Camp
Strategic Partnership and Executive Influence:
- Drive the customer's strategic journey by building Success Plans to ensure alignment with business objectives.
- Deliver high-quality Executive Strategy reviews using data-backed narratives and storytelling that links platform usage to value realization.
- Consistently secure participation from and influence senior decision-makers, maintaining composure and professional trust during high-stakes or difficult conversations.
- Cross-functional partnership with Renewals, Sales, and People Science to ensure unified messaging and to unlock adoption or expansion opportunities.
- Orchestrate the end-to-end customer journey by strategically deploying internal experts, including Trainers, Implementation Managers, and People Science, to accelerate value realization and product adoption
Proactive Risk Mitigation and Churn Prevention
- Own your book of business by independently identifying early risk signals and raising comprehensive mitigation plans.
- Proactively monitor account health to ensure a zero surprise churn rate through early risk flagging and recovery actions.
- Formulate and lead multi-team collaboration strategies to resolve risks to retention and adoption goals.
Product Expertise and Adoption
- Connect platform knowledge to specific customer business challenges or objectives, guiding them toward measurable impact and value realization.
- Use usage data to identify adoption risks early and create actionable plans to deepen platform usage.
- Stay current on all new feature launches and certifications, proactively sharing relevant updates and pilots with customers.
System Excellence and AI
- Leverage AI tools (e.g. Gemini, Gong, Glean) to synthesize meeting insights, analyze customer sentiment, and refine engagement strategies.
- Ensure systems of record (e.g. Vitally) are updated to effectively capture and document critical moment in the customer journey.
"Amplify Others" Value
- The Sr. CSM coaches and mentors peers on proactive risk management, escalation handling, and product fluency to elevate team wide-capability.
- Convert customers into strategic advocates by facilitating peer-to-peer networking, and securing participation in case studies or events.
- Act as a trusted internal consultant by championing customer insights to shape feature development.
Key Qualifications:
- Strategic Communication and Influence: Acts as a strategic partner to co-create solutions with customers, using tailored, data-backed narratives to drive adoption, renewals, and strategic commitment, while maintaining executive presence in high-stakes situations.
- Executive Alignment: Use multi-threaded relationships to communicate a unified value story, ensuring that the ROI of the platform is understood by those controlling the budget, thereby securing long-term renewal and expansion commitments
- Risk Mitigation and Churn Prevention: Exhibits high cognitive agility by moving beyond surface-level symptoms to deconstruct business and people-data issues into their root causes. Leverages quantitative and qualitative signals to anticipate complications, formulating strategic interventions that neutralize risks before they escalate.
- Commercial Growth: Proactively identifies and documents expansion opportunities by connecting platform capabilities to evolving customer business needs. Partners cross-functionally to contribute to the NRR (Net Revenue Retention) pipeline through persuasive influence and strategic storytelling.
- Product and Expertise: Combines platform mastery with a curiosity for new workflows to solve non-standard customer challenges. Analyzes industry trends and competitor strategies to deliver strategic recommendations that reinforce Culture Amp as a critical business partner.
- Customer Expectation Management and Responsiveness: Effectively prioritizes time and customer needs to drive timely resolutions, maintain organized customer records, anticipate future needs using data, and operate independently with a solution-oriented approach during peak or ambiguous situations.
- Data Storytelling and AI Utilization: Demonstrates technical proficiency in leveraging AI and analytical platforms to transform data into actionable engagement strategies.
- Scale and Organizational Impact: Acts as an organizational architect by codifying personal mastery into scalable frameworks that improve the collective performance of the CS team. Contributing and leading continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e. be a 'Learn-it-all' not a 'Know-it-all’).
What you bring
- 3+ years of experience as a Customer Success Manager in a SaaS environment
- Proven track record of influencing and partnering with senior executive stakeholders within complex organizations
- Demonstrated ability to drive product adoption and measurable customer outcomes
- Experience independently managing a diverse book of business with minimal leadership oversight
- Strong history of achieving high Gross Revenue Retention (GRR) through proactive risk identification and data-driven insights
