About the Role
We're looking for a seasoned and strategic Lead Customer Success & Renewals Manager to own a book of Enterprise accounts — driving adoption, building executive relationships, and leading complex contract renewals. This hybrid role sits at the intersection of Customer Success and Renewals, and you'll also play a key part in shaping Culture Amp's Enterprise CX playbook.
What You Bring to Our Camp
Culture Amp is a fast-growth organisation and you'll be expected to learn quickly and be accountable for the success of your customers.
- Ideally 7+ years of experience in Customer Success, Renewals, or Account Management in a SaaS or Enterprise software environment.
- A background in a customer-facing SaaS role — or first-hand HR/People & Culture experience — enabling you to build empathy and become a trusted advisor to your customers.
- A strong passion for collaborating with and helping others succeed, be it your customers or teammates.
- You will get creative with solutions, demonstrate perseverance, and work with others to achieve far more than you could on your own.
- Your life experiences and knowledge will be unique; you'll be encouraged to participate and bring diversity of thought to Culture Amp.
- Proven track record of meeting or exceeding retention and revenue goals, including managing complex, million-dollar-plus contract renewals.
- Deep understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts like ROI and TCO to articulate customer value.
- Strong mentorship and coaching capabilities, with a collaborative and 'learn-it-all' approach to team development.
- Proficiency in CRM and Customer Success platforms (Salesforce and Vitally preferred), plus Zoom, Slack, and G-Suite.
Your Role at Culture Amp
- Own our book of Enterprise customers (1,000+ employees) across DACH, serving as their primary strategic advisor throughout the full customer lifecycle.
- Lead strategic conversations with customers and their Executive teams (CPOs, Heads of People, Org Development) alongside People Scientists or Account Managers, leveraging your knowledge of People & Culture topics to advise on people strategies.
- Proactively drive product adoption, retention, and business outcomes across your Enterprise book of business.
- Facilitate key customer journey touchpoints including Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, Project Meetings, and platform enablement sessions.
- Develop and execute strategic plans to secure on-time renewals for Enterprise customers, proactively identifying and mitigating renewal risks.
- Lead complex contract negotiations end-to-end — partnering with legal and finance on terms, pricing, and compliance — and re-sell value to accounts that need re-engagement.
- Serve as the primary point of contact for all renewal discussions, balancing customer needs with company objectives and accurately forecasting your pipeline.
- Work closely with Account Executives to identify upsell and cross-sell opportunities at renewal, and collaborate with CSMs, People Scientists, Product, and Support for a seamless customer experience.
- Reset expectations with customers by having challenging conversations when appropriate.
- Nurture and track renewal success and customer value in the CRM, communicating openly and keeping relevant information up to date.
- Advance the customer voice by providing feedback to Product and Engineering on where the platform can better solve customer challenges.
- Contribute to and lead continuous improvement activities that will help Culture Amp and the Customer Success profession grow (be a 'Learn-it-all', not a 'Know-it-all').
Leadership & Team Enablement
- Serve as your region's key contributor for renewal and customer success best practices, taking a customer-first approach.
- Mentor and guide Renewal Managers and CSMs, enhancing their skills in customer engagement, negotiation, and pipeline management.
- Identify inefficiencies in renewal and success workflows, recommending improvements to enhance team performance and operational scalability.
- Contribute to the ongoing refinement of Enterprise Renewal playbooks, procedures, policies, and tooling — including pricing reviews, auto-renewal policies, discounting frameworks, and objection handling libraries.
After 3 Months You'll
- Take ownership of your book of Enterprise customers in DACH, working collaboratively in the local Enterprise CX team to ensure a smooth launch and high-quality customer experience.
- Facilitate delivery of key customer journey touchpoints: Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, and Project Meetings.
- Have learned the core elements of the Culture Amp platform (employee feedback, performance & development) and built fluency in renewal processes and tooling.
- Built internal relationships crucial to the successful delivery and retention of accounts
- Be contributing to and collaborating on projects, such as partnering with other teams to support growth.
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