Senior Customer Success Manager, Enterprise

About the role

We're seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success. Working within our new GTM pod model, you'll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes.

What You Will Do

• Own a strategic Enterprise portfolio: Manage 40-55 Enterprise customers totalling $3.5M - $4M ARR, with accountability for retention, adoption, expansion, and clear book ownership.
• Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation.
• Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities.
• Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent.
• Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew.
• Leverage automated plays: Use digitally-led customer motion and automation to surface opportunity and risk, and create consistency across your book.
• Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement.
• Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice.

What You Bring

• Ideally 3 years of experience in enterprise customer success or account management roles, with a focus on AI-forward solutions and experience in driving adoption, change management, and executive stakeholder engagement.
• A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability.
• Strong executive communication skills and the ability to lead data-informed, value-based conversations.
• A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations.
• The ability to collaborate effectively across functions and operate with high accountability in a pod-based model.
• Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement.

After 3 months, you'll

• Independently own GRR and NRR across your Enterprise book of business.
• Work effectively within your GTM pod and contribute to coordinated account strategy across adopt, expand, and renew.
• Deliver key customer moments with strong preparation, value-led storytelling, and clear follow-through.
• Proactively manage customer health, adoption, and risk across your accounts using DLCX and scaled workflows where appropriate.
• Build strong product knowledge and connect Culture Amp's platform to customer goals.
• Use AI-supported workflows to streamline account planning, uncover customer signals, and improve the consistency of book management.

Pay

Base Salary Range (US) $131,000 - $150,000 USD

Benefits

• Equity through our Employee Share Option Program, so you can share in our long-term success
• Learning programs and coaching to help you thrive and grow
• Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle
• Inclusive parental leave from day one
• A MacBook and budget to set up your home workspace, enabling flexibility
• Five annual social impact days to give back to causes that matter to you
• Medical insurance coverage for you and your family (Available for US & UK only)