Cultureamp
Director, Customer Success
San Francisco, CA. Posted 25 days ago
The role
The Director, Customer Success leads a team of Customer Success Managers and Renewals Managers within a cross-functional pod. This role drives customer value, retention, and expansion while partnering with Sales to build a unified GTM engine.
What you will do
- Own the pod's renewal forecast and maintain forecast integrity
- Lead pod territory design within the book of business
- Diagnose and manage portfolio health using Vitally, Salesforce, and Gong
- Lead renewals process discipline and set strategy for renewal negotiations
- Coach CSMs and Renewals Managers through 1:1s and performance coaching
- Serve as executive sponsor on high-stakes accounts and complex escalations
- Drive adoption goal-setting and outcome delivery
- Manage team performance and contribute to hiring and onboarding
- Partner with the Sales Pod Leader to ensure seamless customer handoffs
- Co-create the pod's GTM play roadmap
Required qualifications
- Demonstrated success as a Customer Success leader with accountability for GRR and renewal outcomes
- Experience owning and delivering a renewal forecast
- Deep understanding of CS methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment
- Proven ability to coach and develop CS practitioners
- Commercial confidence in renewal negotiations, expansion conversations, and executive-level engagement
- Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps
- Demonstrated ability to work through ambiguity and lead a team through change
- Strong coaching and people leadership capabilities
- Senior leadership presence and communication skills
- Data fluency and proficiency with Vitally, Salesforce, and Gong
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.