Director, Customer Experience – CX Pod Leader

Culture Amp Pty Ltd; Austin (TX); Hybrid; USD 200,000 - 240,000; Full time

Benefits offered by this job

Equity

Learning programs

Refresh days

Parental leave

Home workspace setup

Wellbeing allowance

Medical insurance

Annual social impact days

Job summary

Culture Amp is seeking a strategic Director of Customer Success to lead a pod of CS Managers and Renewals Managers, driving renewals, retention and expansion across a defined book of business.

You will co-own the GTM engine with Sales, set adoption goals, coach senior CS leaders, and partner with RevOps to optimize NRR and value delivery. This role requires executive collaboration and revenue ownership in a high-growth B2B SaaS environment.

Qualifications

• Demonstrated success leading customer success teams with renewal and retention outcomes.
• Experience owning renewal forecasts and risk-driven actions to protect GRR.
• Strong cross-functional collaboration with Sales, RevOps and Support.
• Proven ability to coach executives and develop high-performing CS practitioners.

Responsibilities

• Own pod renewal forecast, maintain forecast integrity and communicate trends to leadership.
• Lead pod territory design and ensure coverage, collaboration, and continuity.
• Monitor health metrics (adoption, engagement, risk) to prevent surprises in renewals.
• Drive renewal negotiations, set timelines, and own net revenue retention goals.
• Coach CSMs and Renewals Managers, conduct 1:1s and career development conversations.

Skills

Leadership

Renewals

Forecasting

Cross-functional

Executive engagement

Tools

Vitally

Salesforce

Gong

Job description

Culture Amp is seeking a strategic Director of Customer Success to lead a pod of CS Managers and Renewals Managers, driving renewals, retention and expansion across a defined book of business.

You will co-own the GTM engine with Sales, set adoption goals, coach senior CS leaders, and partner with RevOps to optimize NRR and value delivery. This role requires executive collaboration and revenue ownership in a high-growth B2B SaaS environment.