CX Pod Leader: Revenue, Renewals & Growth

Cultureamp; Austin (TX); Hybrid; USD 160,000 - 210,000; Full time

Job summary

Culture Amp is seeking a Director, Customer Experience 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 within a unified GTM pod, co-leading with Sales to own revenue outcomes.

The role emphasizes co-leadership and commercial accountability, requiring excellence in renewal strategy, forecast integrity, and executive-level stakeholder management in a fast-paced SaaS environment.

Qualifications

• Demonstrated success as a Customer Success leader with accountability for renewal results and team performance.
• Experience owning renewal forecasts and articulating risks and actions driving renewal outcomes.
• Strong cross-functional partnering with Sales, RevOps, and Implementation to deliver customer value.
• Data fluency with CS tooling and analytics to diagnose health, risk, and expansion opportunities.

Responsibilities

• Own the pod renewal forecast, maintain forecast integrity, and communicate movement to leadership.
• Lead pod territory design with Sales and RevOps to optimize CSM/RM coverage and customer continuity.
• Monitor portfolio health using Vitally, Salesforce, and Gong to enable proactive renewal motions.
• Set renewal strategy and timelines, drive high-value negotiations, and own gross retention rate.
• Coach CSMs and Renewals Managers to become strategic advisors through regular 1:1s and career development.

Job description

Culture Amp is seeking a Director, Customer Experience 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 within a unified GTM pod, co-leading with Sales to own revenue outcomes.

The role emphasizes co-leadership and commercial accountability, requiring excellence in renewal strategy, forecast integrity, and executive-level stakeholder management in a fast-paced SaaS environment.