Senior Customer Success Manager, Commercial

About the role

Culture Amp, the employee experience platform used by 25 million employees, is looking for a Senior Customer Success Manager to partner with its Named Commercial (mid-market) customers. The role drives adoption, retention and expansion for the Employee Experience and Performance platform, acting as a strategic post-sale partner to People & Culture leaders. It sits in a pod with Account Management, Renewals and Account Executives, and advocates for the customer voice on the product roadmap.

Key responsibilities

• Own a book of mid-market customers (400-1,000 employees) and exceed quarterly Gross Revenue Retention (GRR) and growth targets.
• Build Success Plans and lead QBRs with HR leaders, aligning platform use to business and people goals.
• Monitor product usage and health to spot risks and expansion opportunities, and run mitigation and growth plans with Account Management and Renewals.
• Enable customers on Culture Amp and the people & culture domain, and coordinate internal experts and handoffs between sales and customer experience.
• Use AI tools (Gemini, Gong, Glean) to turn customer insights into clearer communication.
• Document key moments in the system of record (Vitally/Salesforce), coach customers through difficult conversations and escalate issues.
• Share structured customer feedback with Product and Engineering, and contribute to CS improvement initiatives.

Required profile

• 3-6 years in Customer Success or Account Management in SaaS, ideally 2 years tied to revenue outcomes.
• Proven ability to manage 70-80+ mid-market accounts and drive adoption, retention and expansion.
• Experience identifying at-risk accounts and mitigating churn, and setting expectations and handling escalations.
• Experience improving CS teams and working cross-functionally.

Required skills

• Data storytelling: turning usage data and benchmarks into clear recommendations.
• Proficiency with AI tools to analyse customer sentiment and scale outreach.
• Fluency in Culture Amp's core products (Engagement, Performance, Development & AI Coach) after 3 months.

What we offer

• OTE of $120,000-$150,000 USD, plus equity and benefits.
• Employee share option program, learning programs and coaching.
• Quarterly refresh days, extended end-of-year break and monthly wellbeing allowance.
• Inclusive parental leave from day one, a MacBook and home-office budget.
• Five annual social impact days.
• Medical insurance for you and your family (US and UK only).