Director, Customer Experience & Renewal Growth

Culture Amp Pty Ltd; Chicago (IL); Ibrido; USD 200.000 - 240.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity through our Employee Share Opt.

Learning programs and coaching

Quarterly refresh days

Extended end-of-year break

Monthly wellbeing allowance

Parental leave from day one

MacBook and home workspace budget

Five annual social impact days

Medical insurance coverage (US/UK)

Descrizione del lavoro

Culture Amp is a leading employee experience platform with a global footprint and US presence. The Director, Customer Experience Pod Leader will drive customer value, retention, and expansion across a shared book of business, leading a team of CSMs and Renewals Managers with commercial rigor and coaching intensity.

This role partners with Sales and RevOps to build one unified GTM engine. The role requires operating with co-leadership and revenue ownership, managing renewals processes, and

Competenze

• Demonstrated success as a Customer Success leader with renewal and retention accountability.
• Experience owning and delivering a renewal forecast with risk and actions.
• Commercially focused CS leader with cross-functional influence.

Mansioni

• Own the pod's renewal forecast and ensure forecast integrity.
• Define and optimize pod territory design in collaboration with Sales and RevOps.
• Monitor portfolio health via adoption, engagement signals, and risk indicators with Vitally, Salesforce and Gong.
• Lead renewals strategy and negotiations; own GRR as a personal accountability.
• Coach CS practitioners to become strategic advisors and maintain a cadence of 1:1s and performance reviews.
• Serve as senior CX contact for high-stakes accounts and complex escalations.
• Drive adoption goals and create accountability for account plans across the pod.
• Contribute to hiring and onboarding to raise team performance.

Conoscenze

Customer Success Leadership

Renewals Forecasting

Cross-functional Collaboration

Coaching & Mentoring

Strumenti

Vitally

Salesforce

Gong

Descrizione del lavoro

Culture Amp is a leading employee experience platform with a global footprint and US presence. The Director, Customer Experience Pod Leader will drive customer value, retention, and expansion across a shared book of business, leading a team of CSMs and Renewals Managers with commercial rigor and coaching intensity.

This role partners with Sales and RevOps to build one unified GTM engine. The role requires operating with co-leadership and revenue ownership, managing renewals processes, and