Join us in creating a better world of work.
We’re seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success.
Working within our new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.
What you will do
- Own a unique Enterprise scaled portfolio: Manage 70-85 single product Enterprise customers totalling $3.5M ARR, with accountability for retention, adoption, expansion, and clear book ownership.
- Operate within the GTM pod model: 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.
- Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation.
- Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent.
- Leverage automated plays: Use 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.
- Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities.
- Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement.
- Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice.
What you bring:
- Experience managing Enterprise or scaled B2B SaaS portfolios, with a strong understanding of strategic customer success in a scaled model.
- A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability.
- Strong executive communication skills and the ability to lead data-informed, value-based conversations.
- A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations.
- The 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 the quality and consistency of customer engagement.
- Previous experience in HR tech is a nice to have.
After 3 months, you’ll:
- Independently own GRR and NRR across your Enterprise-at-scale book of business.
- Work effectively within your GTM pod and contribute to coordinated account strategy across adopt, expand, and renew.
- Deliver key customer moments with strong preparation, value-led storytelling, and clear follow-through.
- Proactively manage customer health, adoption, and risk across your accounts using DLCX and scaled workflows where appropriate.
- Build strong product knowledge and connect Culture Amp’s platform to customer goals.
- Use AI-supported workflows to streamline account planning, uncover customer signals, and improve the consistency of book management.
