Customer Success Manager, Commercial Chicago

Overview

Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, transforming how millions of employees across thousands of companies create better working experiences. We empower organizations to improve employee engagement, performance management, and team development.

The Customer Success Manager (CSM), Commercial acts as a strategic partner for a portfolio of 75–80 commercial customers. In this role, you will own customer relationships end to end, translate platform insights into measurable business outcomes, proactively mitigate risk, and drive retention, expansion, and long-term value realization.

• Own and manage a portfolio of 75–80 accounts, driving retention, renewal, and value realization
• Build and execute Success Plans aligned to customer business objectives
• Deliver data-driven Executive Strategy Reviews that link platform usage to business impact
• Identify early risk signals, develop mitigation plans, and lead recovery conversations to prevent churn
• Navigate high-stakes and difficult conversations with executive presence and professionalism
• Drive product adoption by connecting platform capabilities to customer goals and use cases
• Monitor usage and account health data to proactively address adoption or engagement risks
• Collaborate cross-functionally with Sales, Renewals, Support, People Science, and Services to deliver a unified customer experience
• Leverage AI and systems of record to synthesize insights, document key moments, and scale impact
• Gather and act on feedback from customers and peers to continuously improve outcomes

• 1–3 years of experience in Customer Success, Account Management, or a related client-facing role in a fast-paced SaaS environment, with proven ability to manage a high-volume book of business
• Strong strategic communication and executive presence, able to influence stakeholders through clear, data-backed storytelling and confidently navigate high-stakes or difficult conversations
• A proactive, ownership-driven mindset with demonstrated success identifying risk, driving mitigation plans, and protecting retention while uncovering expansion opportunities
• Deep platform, data, and AI fluency, using usage insights and tooling to drive adoption, value realization, and scalable customer impact
• Exceptional prioritization and operational rigor, balancing competing demands while collaborating cross-functionally to deliver outcomes

Base Salary Range (US): $106,600 - $129,500 USD. For this role, the estimated base salary is listed, with additional components such as equity and benefits. The actual base salary will vary based on factors including market, skills, capabilities, and experience, assessed during the interview process. If you’re interviewing for this role, speak with your Talent Acquisition Partner to learn more about total compensation and benefits.

We believe in fair and equitable pay, and we build pay equity into our programs in addition to conducting annual pay equity audits.

Key benefits include:

• Employee Share Options Program
• Programs, coaching, and budgets for personal and professional growth
• Access to external providers for mental wellbeing and coaching support
• Monthly Camper Life Allowance
• Team budgets for team building and connection
• Quarterly wellbeing pauses and extended year-end breaks
• Parental leave and in-work support from day 1
• 5 Social Impact Days per year
• Work-from-home setup and equipment support
• Medical insurance coverage for you and your family (US & UK available)

Culture Amp is committed to creating a diverse, equitable, and inclusive workplace. We provide equal employment opportunities regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other protected status.

Please note:

We may collect voluntary diversity information to support our inclusive hiring practices. Providing this information is optional and will not affect hiring decisions. If you require reasonable accommodations during the application or interview process, contact