CX Pod Leader: Revenue, Retention & Growth

Cultureamp; San Francisco (CA); Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

Culture Amp is seeking a Director of Customer Experience to lead a CX pod, owning renewal forecasts and driving value across a shared book of business. You will coach CS managers, partner with Sales and RevOps, and own renewals strategies for complex, high-stakes accounts.

You will oversee adoption, risk mitigation, and executive-level client engagement, while shaping a one GTM engine and ensuring predictable net revenue retention across the portfolio.

Qualifications

• Proven success as a Customer Success leader with renewal and GRR accountability.
• Ability to forecast renewals, identify risks, and take corrective actions.
• Excellent coaching, hiring, and performance management skills.
• Strong cross-functional collaboration across Sales, CX, and RevOps.

Responsabilités

• Own the pod renewal forecast and maintain forecast integrity.
• Design pod territory allocations with Sales and RevOps to optimize coverage.
• Monitor adoption, engagement signals, and risk indicators to prevent churn.
• Lead renewals strategy, timelines, and negotiations to secure outcomes early.
• Coach CSMs and Renewals Managers into strategic advisors with regular 1:1s.
• Serve as executive sponsor on high-stakes accounts and handle complex escalations.
• Drive adoption goals and ensure consistent delivery of value to customers.
• Manage team performance and contribute to hiring and onboarding decisions.
• Collaborate with Sales to ensure a seamless end-to-end customer lifecycle.

Connaissances

Senior leadership

Coaching

Cross-functional

Strategic thinking

Outils

Vitally

Salesforce

Gong

Description du poste

Culture Amp is seeking a Director of Customer Experience to lead a CX pod, owning renewal forecasts and driving value across a shared book of business. You will coach CS managers, partner with Sales and RevOps, and own renewals strategies for complex, high-stakes accounts.

You will oversee adoption, risk mitigation, and executive-level client engagement, while shaping a one GTM engine and ensuring predictable net revenue retention across the portfolio.