Senior Customer Success Manager, Commercial

The role

You will partner with Named Commercial Mid-Market customers to drive adoption, retention, and expansion outcomes. You will build success plans, lead executive strategy reviews, and translate people science insights into action using the Employee Experience and Performance platform.

What you will do

• Own a book of primarily Named Commercial customers and exceed quarterly Gross Revenue Retention and growth targets.
• Build Success Plans and drive QBRs with HR leaders.
• Proactively drive adoption by monitoring product usage and health.
• Enable customers on Culture Amp and the broader people and culture domain.
• Coordinate and support internal experts to ensure seamless handoffs.
• Leverage AI-driven tools to synthesize customer insights and identify signals.
• Document key moments and decisions in Vitally and Salesforce.
• Coach customers through challenging conversations and resolve escalations.
• Advocate for customers internally by sharing feedback to Product and Engineering.
• Contribute to continuous improvement initiatives across CS at regional and global levels.

Required qualifications

• 3-6 years of experience in Customer Success or Account Management within SaaS
• 2 years directly tied to revenue outcomes
• Ability to manage 70-80+ diverse Mid-Market accounts
• Ability to drive multi-threaded and executive-level relationships
• Proven track record of identifying and reversing at-risk accounts
• Ability to translate usage data, benchmarks, and people insights into narratives
• Excellent expectation-setting, conflict management, and escalation handling
• Disciplined systems hygiene and portfolio management
• Collaborative, deeply curious and have ownership mindset
• Consultative, empathetic, and persuasive
• Proficiency in using AI tools to accelerate workflow

Nice to have

• Specific experience driving improvements across CS teams tied to team and customer outcomes

Benefits

• Equity through Employee Share Option Program
• Learning programs and coaching
• Quarterly refresh days
• Extended end-of-year break
• Monthly allowance to support wellbeing and lifestyle
• Inclusive parental leave from day one
• MacBook and budget to set up home workspace
• Five annual social impact days
• Medical insurance coverage for you and your family (Available for US & UK only)

About the company

Culture Amp is the world’s leading employee experience platform. It empowers companies to transform employee engagement, drive performance management, and develop high-performing teams.