Senior Customer Success Manager, Enterprise

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Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,000 companies create a better world of work. We empower 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, innovative companies like Canva, On, Asana, Dolby, McDonalds, and Nasdaq depend on Culture Amp every day. Backed by leading venture capital funds, we have offices in the US, UK, Germany, and Australia, and have been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.

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.

Responsibilities

• Own a strategic Enterprise portfolio: Manage 40-55 Enterprise customers totaling $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.

Requirements

• 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.

What to expect after 3 months

• 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

The estimated base salary range for this role is $131,000 - $150,000 USD. In addition to base salary, your compensation package will include equity and benefits. For sales roles, your package may also include sales commission. The actual base salary will vary based on various factors, including market and individual skills, capabilities, and experience.

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).

Our rewards are designed to support different needs and life stages, recognizing that what matters most can vary from person to person.