Senior Customer Success Manager - Commercial

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. The Senior Customer Success Manager will partner with Named Commercial customers to drive adoption, retention, and expansion outcomes across Culture Amp’s platform.

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

Requirements:

• 4-7 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 persuasive—able 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