Senior Customer Success Manager (Enterprise-at-scale)

Senior Customer Success Manager 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. 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. 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. 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. 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) $131,000 $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. 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