Senior Customer Success Manager, Commercial

Senior Customer Success Manager

We're big believers in the power of IRL, so for most roles we ask Campers to work from their local Culture Amp office an average of 2 days a week to unlock connection, pace and culture together.

Join us on our mission to make a better world of work.

Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,000 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world's top private cloud companies by Forbes and most innovative companies by Fast Company.

How you can help make a better world of work

We're looking for a Senior Customer Success Manager to partner with our Named Commercial (Mid-Market) customers to drive adoption, retention, and expansion outcomes across Culture Amp's Employee Experience and Performance platform. You'll be the strategic, post-sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action.

This role manages a broad book of business, collaborates very closely within our pod - model that includes Account Management, Renewals, and Account Executives. Other collaborators include People Science, Customer Trainers, Implementation, and Support. This role advocates for the customer voice to influence our roadmap. You'll thrive here if you're deeply curious, customer first, and outcomes focused.

Responsibilities:

• Own a book of primarily Named Commercial (Mid-Market ~400 -1,000 employees) customers and are accountable for exceeding quarterly Gross Revenue Retention (GRR) and growth targets.
• Build Success Plans, and drive QBRs with HR leaders (CPOs/CHROs), aligning platform use to business and people goals.
• Proactively drive adoption by monitoring product usage and health to identify risks and expansion opportunities; create and execute mitigation and growth plans in partnership with Account Management and Renewals.
• Enable customers on Culture Amp and the broader people & culture domain; deliver strategic guidance that accelerates adoption and value realization for customers tied to their business goals.
• Coordinate and support the right internal experts at the right moments; ensure seamless handoffs from/to sales & customer experience to deliver against customer objectives.
• Leverage AI-driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and proactively identify signals that drive better customer outcomes
• Document key moments and decisions in our system of record (e.g., Vitally/Salesforce), track value and renewal progress, and communicate clearly and often.
• Coach customers through challenging conversations, set realistic expectations, and resolve escalations in partnership with internal leaders.
• Advocate for customers internally by sharing insights and structured feedback to Product and Engineering to improve experience and outcomes.
• Contribute to continuous improvement initiatives across CS both at the region and global level; sharing playbooks, insights, and scalable practices with the team.

After 3 months in this role you'll:

• Confidently run customer kick-offs, QBRs, project meetings, risk mitigation plans; support renewal and expansion motions in collaboration with account managers and renewals to influence GRR and growth goals.
• Demonstrate working fluency in Culture Amp's core products (Engagement, Performance, Development & AI Coach) and common Mid-Market use cases.
• Deeply understand top 20% of customers, what they do and how our platform drives their business outcomes
• Have strong internal relationships across account delivery and product teams and be contributing to team projects that uplevel this role and impact.
• Develop a plan for how you'll hit your quarterly GRR and Expansion targets.

Skills and Experience:

• 3-6 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue outcomes.
• Proven ability to manage 70-80+ diverse Mid-Market accounts, driving adoption, retention, and expansion with clear, measurable outcomes.
• Drive multi-threaded and executive-level relationships and exercise strategic influence to drive customer commitment to new initiatives, product adoption, and renewal decisions.
• Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing "at-risk" accounts by using data-driven signals and value realignment to secure long-term commitment.
• Data storytelling: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions tied to business outcomes.
• Excellent expectation-setting, conflict management, and escalation handling; you're comfortable resetting and aligning on a path forward.
• Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps.
• Collaborative, deeply curious and have ownership mindset with demonstrated success working cross-functionally to mitigate risk and drive growth.
• Consultative, empathetic, and persuasiveable to tailor your message from admins to executives and inspire action.
• Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach across a large book of business
• Specific experience driving improvements across CS teams tied to team and customer outcomes.

For this role, the estimated On Target Earnings (OTE) range is listed below. In addition to your OTE salary, your compensation package will include additional components such as equity and benefits.

The actual salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We believe in fair & equitable pay at Culture Amp, and therefore, we build pay equity into all our programs in addition to conducting annual pay equity audits.

OTE Salary (US) $120,000 $150,000 USD

Perks & Benefits

At Culture Amp, our people are at the heart of our success. We offer competitive pay and a total rewards package designed to support you at work and in life. This includes:

• Equity through our Employee Share Option Program, so you can share in our long-term success
• Learning programs and coaching to help you thrive and grow
• Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle
• Inclusive parental leave from day one
• A MacBook and budget to set up your home workspace, enabling flexibility
• Five annual social impact days to to give back to causes that matter to you
• Medical insurance coverage for you and your family (Available for US & UK only)

Our rewards are designed to support different needs and life stages, recognising that what matters most can vary from person to person.

Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don't meet every requirement, but your unique experience matters. If you're interested in joining us, we strongly encourage you to apply and help us build a more diverse and impactful team.

Accommodations & Data Privacy

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact View email address on click.appcast.io and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact View email address on click.appcast.io.