Senior Customer Success Manager, Commercial

Join us on our mission to make a better world of work.

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers 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, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.

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We’re looking for a Senior Customer Success Manager to partner with our Named Commercial (Mid‑Market) customers to drive adoption, retention, and expansion outcomes across Culture Amp’s Employee Experience and Performance platform. You’ll be the strategic, post‑sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action.

This role manages a broad book of business, collaborates cross‑functionally with Account Management, Renewals, People Science, Customer Trainers, Implementation, and Support, and advocates for the customer voice to influence our roadmap. You’ll thrive here if you’re deeply curious, customer first, and outcomes focused.

• Own a book of primarily Named Commercial (Mid‑Market: 400–1,000 employees) customers and are accountable for exceeding quarterly Gross Revenue Retention (GRR) and growth targets.
• Build Success Plans, and drive QBRs with HR leaders (CPOs/CHROs), aligning platform use to business and people goals.
• Proactively drive adoption by monitoring product usage and health to identify risks and expansion opportunities; create and execute mitigation and growth plans in partnership with Account Management and Renewals.
• Enable customers on Culture Amp and the broader people & culture domain; deliver strategic guidance that accelerates adoption and value realization for customers tied to their business goals.
• Coordinate and support the right internal experts at the right moments; ensure seamless handoffs from/to sales & customer experience to deliver against customer objectives.
• Leverage AI‑driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and proactively identify signals that drive better customer outcomes.
• Document key moments and decisions in our system of record (e.g., Vitally/Salesforce), track value and renewal progress, and communicate clearly and often.
• Coach customers through challenging conversations, set realistic expectations, and resolve escalations in partnership with internal leaders.
• Advocate for customers internally by sharing insights and structured feedback to Product and Engineering to improve experience and outcomes.
• Contribute to continuous improvement initiatives across CS both at the region and global level; sharing playbooks, insights, and scalable practices with the team.

• Confidently run customer kick‑offs, QBRs, project meetings, risk mitigation plans; support renewal and expansion motions in collaboration with account managers and renewals to influence GRR and growth goals.
• Demonstrate working fluency in Culture Amp’s core products (Engagement, Performance, Development & AI Coach) and common Mid‑Market use cases.
• Deeply understand top 20% of customers, what they do and how our platform drives their business outcomes.
• Have strong internal relationships across account delivery and product teams and be contributing to team projects that uplevel this role and impact.
• Develop a plan for how you’ll hit your quarterly GRR and Expansion targets.

• 4–7 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue…