CX Pod Leader & Renewal Strategy

Cultureamp; Chicago (IL); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to drive customer value, retention, and expansion across a shared book of business. You will lead a team of CSMs and Renewals Managers with senior-level accountability while partnering with Sales to build a unified GTM engine.

This role requires co-leadership and commercial ownership tied to revenue, with responsibility for renewal strategy, portfolio health, and executive-level customer engagement.

Qualifications

• Demonstrated success as a Customer Success leader, with direct accountability for GRR, renewal outcomes, and a team’s performance against retention and adoption goals.
• Experience owning and delivering a renewal forecast, including speaking to movement, risk, and the actions driving the result.
• 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 into high-performing strategic advisors.
• Commercial confidence, comfortable navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalations.

Responsibilities

• Own the pod's renewal forecast, maintain forecast integrity, and translate inputs into a dependable number for leadership.
• Lead pod territory design with Sales Pod Leader and RevOps to optimize coverage and continuity.
• Diagnose and manage portfolio health using Vitally, Salesforce, and Gong; ensure no-surprises renewal motion.
• Lead renewals process discipline, set strategy for renewal negotiations, manage timelines, and own GRR.

Job description

Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to drive customer value, retention, and expansion across a shared book of business. You will lead a team of CSMs and Renewals Managers with senior-level accountability while partnering with Sales to build a unified GTM engine.

This role requires co-leadership and commercial ownership tied to revenue, with responsibility for renewal strategy, portfolio health, and executive-level customer engagement.