Join us in creating a better world of work.
Culture Amp is looking for an exceptional Senior Customer Success Manager to join our Enterprise Customer Success team. You’ll work alongside Account Managers, Renewals Managers, and Account Executives in what we call a pod, a small cross-functional team that shares ownership of the customer from first sale through to renewal.
You’ll own the adopt motion and share ownership of retention and growth with the colleagues around your customers. You’ll be at the forefront of Culture Amp’s work with our enterprise customers (1,000+ users), helping organisations that want to make a material impact on their culture get lasting value from Culture Amp, with a team that wins or loses together.
You’ll bring a consultative, insight-led approach to a large book of enterprise customers. You’ll partner closely with People Scientists and your Account Managers and Renewals Managers to turn what a customer says they want into outcomes they can see. If you’re deeply curious, commercially confident, and energised by helping customers get real results, this role was built for you.
You will
- Own retention and growth for a book of enterprise customers, treating GRR and NRR as yours and sharing accountability for your team’s results.
- Use data, health signals, and dashboards to decide where your time makes the greatest impact across a large book, and set clear, realistic expectations with customers about what they will and won’t get.
- Lead strategic business reviews with senior stakeholders well ahead of renewal, translating platform data into business value and a clear ROI story.
- Go past the stated request to the business problem underneath, and plan proactive adoption around what will actually move the needle for each customer.
- Spot risk early from behavioural and data signals such as a sponsor change or a usage dip, raise it openly, and lead a collaborative save plan through to resolution.
- Lead the conversations others avoid, from pricing and contraction risk to expansion, and bring opportunities to your Account Manager early.
- Build relationships across each customer beyond a single champion, and mobilise colleagues you don’t directly manage, including Account Managers, Renewals Managers, People Science, and Account Executives, to deliver customer outcomes.
- Build repeatable plays, use automation and AI so your approach holds up as your book grows, and share playbooks and what you learn with the wider CX team.
You have
- 3+ years of experience in a customer-facing role with accountability for retention and growth, such as customer success, account management, or renewals.
- Experience managing a book of enterprise customers and owning outcomes like GRR and NRR.
- Experience leading strategic conversations with senior stakeholders and translating product data into a story they act on.
- Experience partnering with Sales and Renewals teams to protect and grow revenue.
- Familiarity with customer success and CRM tools (e.g. Vitally, Salesforce, Gong). The specific stack is something we’ll teach you.
- Hands-on experience using AI tools in your day-to-day work, from preparing for customer conversations to spotting risk and summarising account context, and a habit of sharing what works with your team.
- Experience in HR tech, HCM, or adjacent SaaS is advantageous but not required.
You are
- Commercially courageous. You lead the conversations others avoid, from pricing and contraction risk to expansion, and you treat GRR and NRR as yours.
- Sound in your judgement. You decide where your time creates the most value across a large book, and you’re comfortable setting realistic expectations with customers about what they will and won’t get.
- Diagnostically curious. You go past the stated request to the problem underneath, using layered questions to understand why adoption stalled and surfacing problems the customer hadn’t named.
- Proactive about risk. You read signals like a sponsor change, a usage dip, or a shift in tone, raise the risk early, and build a collaborative save plan you see through to the end.
- Influential through trust. You build relationships beyond a single champion, rally your wider team around the customer, and measure yourself by what your team wins together.
- Resourceful. You systematise instead of absorbing, building repeatable plays so your approach still works with twenty more accounts. You pick up unfamiliar products and tools fast, and you build things that make the whole team better, beyond your own accounts.
