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 measurable 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 Senior role manages a broad book of business, collaborates cross‑functionally with Account Management, Renewals, People Science, Customer Trainers, Implementation, and Support, and advocates for the customer voice to influence our roadmap. You’ll thrive here if you’re a People Geek at heart, adept at data storytelling, and energized by helping customers turn strategy into sustained results.

As part of this team of amazing humans,

You will

• Own a book of Named Commercial (Mid‑Market ~400 -1,000 employees) customers and drive adoption, value realization, and retention across the portfolio.
• Build Success Plans, lead Partnership Kick‑offs, and run regular Executive Strategy Reviews with HR leaders (CPOs/Heads of People), aligning platform use to business and people goals.
• Proactively monitor product usage and health to identify risks and 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 and semi‑custom content that accelerates adoption and outcomes.
• Coordinate the right internal experts (Implementation, Trainers, People Scientists, Support) at the right moments; ensure seamless handoffs and delivery against plan/SOW.
• 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; be a “learn‑it‑all,” sharing playbooks, insights, and scalable practices with the team.
  
  

After 3 months you’ll

• Confidently run customer kick‑offs, strategy reviews, project check‑ins, and trainings; manage renewals motions in collaboration with AM/Renewals.
• Demonstrate working fluency in Culture Amp’s core products (Engagement, Performance, Development & AI Coach) and common Mid‑Market use cases.
• Have strong internal relationships across Customer and Product teams and be contributing to team projects that uplevel our craft.
  
  

You have

• Senior‑level experience in Customer Success or Account Management within SaaS
• Proven ability to manage a large, diverse Mid‑Market book of business, driving adoption, retention, and expansion with clear, measurable outcomes.
• Strength in building executive‑level relationships and leading strategic conversations with senior stakeholders.
• Data storytelling skills: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions.
• 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 mindset with demonstrated success working cross‑functionally (Support, Implementation, Training, People Science, Product, AM/Renewals).
  
  

You are

• A People Geek: deeply curious about people & culture, eager to learn fast, and motivated by customer outcomes.
• Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action.
• A learn‑it‑all who shares openly, improves playbooks, and helps elevate the CS profession at Culture Amp.