Senior Customer Success Manager

San Francisco. Posted 8 days ago

The role

You will own retention and growth for a book of enterprise customers. You will work in a cross-functional pod to drive product adoption and lead strategic business reviews with senior stakeholders.

What you will do

Own retention and growth for a book of enterprise customers
Use data, health signals, and dashboards to prioritize impact
Lead strategic business reviews with senior stakeholders
Plan proactive adoption around business problems
Spot risk early from behavioural and data signals and lead save plans
Lead conversations regarding pricing, contraction risk, and expansion
Build relationships across customers beyond a single champion
Mobilise cross-functional colleagues to deliver customer outcomes
Build repeatable plays and use automation and AI
Share playbooks and learnings with the wider CX team

Required qualifications

3+ years of experience in a customer-facing role with accountability for retention and growth
Experience managing a book of enterprise customers and owning outcomes like GRR and NRR
Experience leading strategic conversations with senior stakeholders
Experience partnering with Sales and Renewals teams to protect and grow revenue
Familiarity with customer success and CRM tools (e.g. Vitally, Salesforce, Gong)
Hands-on experience using AI tools in your day-to-day work

Nice to have

Experience in HR tech, HCM, or adjacent SaaS

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.