Director, Customer Experience – CX Pod Leader

Culture Amp Pty Ltd; San Francisco (CA); Híbrido; USD 200.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity through Employee Share Option

Learning programs and coaching

Quarterly refresh days

Parental leave

MacBook and home office budget

Annual social impact days

Medical insurance (US & UK)

Descripción de la vacante

Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to drive customer value, retention, and expansion for a shared book of business. You will lead a team of CSMs and Renewals Managers and partner 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.

Formación

• Proven success in customer success leadership with renewal targets.
• Experience forecasting renewal revenue and articulating risks.
• Deep knowledge of CS methodologies (LAER) and value-based engagement.

Responsabilidades

• Own pod renewal forecast with visibility on week-to-week movements.
• Define pod territory design with Sales Pod Leader and RevOps.
• Monitor health via adoption trends, engagement signals, and risk indicators.
• Lead renewal negotiations, set timelines, and own gross renewal rate (GRR).
• Coach CS managers into strategic advisors through 1:1s and development plans.
• Act as executive sponsor on high-stakes accounts and handle escalations as needed.
• Drive adoption goals and ensure accountability to account plans.
• Hire, onboard, and raise performance standards within the pod.

Conocimientos

Renewal forecasting

Coaching teams

Cross-functional leadership

CS metrics & health monitoring

Executive stakeholder management

Educación

Bachelor’s or higher in business/related field

Herramientas

Vitally

Salesforce

Gong

Descripción del empleo

Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to drive customer value, retention, and expansion for a shared book of business. You will lead a team of CSMs and Renewals Managers and partner 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.