- 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.
- 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.
- 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 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.
- Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
- Programs, coaching, and budgets to help you thrive personally and professionally
- Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
- Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
- Team budgets dedicated to team building activities and connection
- Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
- Extended year-end breaks: An extended refresh period at the end of year
- Excellent parental leave and in work support program available from day 1 of joining Culture Amp
- 5 Social Impact Days a year to make a positive impact on the community outside of work
- MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
- Medical insurance coverage for you and your family (Available for US & UK only)
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Senior Customer Success Manager, Commercial - Chicago - Culture Amp
Description
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 6,500 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.
For more information visit .
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 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 deeply curious, customer first, and outcomes focused.
Responsibilities:
The actual base 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.
Base Salary Range (US)
$131,500-$150,000 USD
We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:
We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.
Please keep reading...
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria - unlike majority candidates meeting significantly fewer requirements.
We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience
If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding roles in Germany). These questions are completely optional, but your participation truly helps. By sharing this anonymous information, you support our efforts to build a more inclusive and equitable hiring process-and help us hold ourselves accountable to that commitment. Your responses are entirely confidential and will not impact hiring decisions.
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