Senior Customer Success Manager, Commercial

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 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.