Director, Customer Success (Customer Experience Pod Leader)

About the role

Culture Amp, the employee experience platform used by 25 million employees, is looking for a Director, Customer Success (internally called Customer Experience Pod Leader) in San Francisco. The role leads a team of Customer Success Managers and Renewals Managers, drives customer value, retention and expansion across a shared book of business, and works as an equal partner with the Director, Sales to build one unified go-to-market engine.

Key responsibilities

• Own the pod's renewal forecast, maintain its integrity and translate CSM inputs and book inspections into reliable numbers for leadership
• Design pod territories with Sales and RevOps, optimizing coverage, collaboration and customer continuity
• Monitor adoption trends, engagement signals and risk indicators using Vitally, Salesforce and Gong, and proactively mitigate at-risk accounts
• Lead renewals discipline, set negotiation strategy, manage commercial timelines and own GRR as a personal accountability
• Coach CSMs and Renewals Managers through 1:1s, performance coaching, feedback and career development
• Serve as executive sponsor on high-stakes accounts and senior CX point of contact for escalations
• Drive adoption goals, hold the team accountable to account plans and move from reactive firefighting to proactive engagement
• Manage team performance, contribute to hiring and onboarding decisions, and build a performance-focused pod culture
• Co-lead the GTM roadmap and quarterly business reviews with the Sales Pod Leader, optimise for NRR and value creation, and promote AI fluency across the pod

Required profile

• Demonstrated success as a Customer Success leader with direct accountability for GRR, renewal outcomes and team performance
• Experience owning and delivering a renewal forecast
• Deep understanding of CS methodology, LAER frameworks and value-based engagement in B2B SaaS
• Proven ability to coach CS practitioners into strategic advisors
• Comfortable with renewal negotiations, expansion conversations and escalations
• Experience working cross-functionally with Sales, People Science, Implementation, Support and RevOps

Required skills

• Data fluency and proficiency with Vitally, Salesforce and Gong (or equivalent)
• Strong coaching and people leadership, and senior leadership communication
• Alignment with Culture Amp values and behaviors

What we offer

• Estimated OTE of $200,000-$240,000 USD, plus equity through the Employee Share Option Program and benefits
• Hybrid option of about two days per week in the local office