Director, Customer Experience & Revenue Growth

Black.ai; Chicago (IL); On-site; USD 200,000 - 240,000; Full time

Benefits offered by this job

Equity program

Coaching and development

Refresh days

Parental leave

MacBook and home workspace setup

Social impact days

Health insurance (US)

Job summary

Culture Amp is seeking a Director, Customer Success (CX Pod Leader) to drive customer value, retention and expansion across a shared book of business. You will lead a team of Customer Success Managers and Renewals Managers with the same rigor and coaching intensity expected of a senior CS leader, while partnering with Sales to build one unified GTM engine.

This role requires operating as a co-leader with commercial ownership tied to revenue, overseeing renewal forecasts, portfolio health and

Responsibilities

• Own the pod's renewal forecast and maintain forecast integrity, translating inputs into a dependable number for leadership.
• Lead pod territory design and collaborate with Sales and RevOps to define CSM/RM territories for coverage and continuity.
• Diagnose portfolio health using Vitally, Salesforce and Gong; ensure no-surprises renewal motion with proactive mitigation.
• Lead renewals process discipline and set strategy for renewal negotiations; own GRR accountability.
• Coach CSMs and Renewals Managers to develop into strategic advisors with regular 1:1s and career development.
• Serve as executive sponsor on high-stakes accounts and handle escalations with cross-functional partners.
• Drive adoption goal-setting across the pod and ensure accountability to account plans.

Job description

Culture Amp is seeking a Director, Customer Success (CX Pod Leader) to drive customer value, retention and expansion across a shared book of business. You will lead a team of Customer Success Managers and Renewals Managers with the same rigor and coaching intensity expected of a senior CS leader, while partnering with Sales to build one unified GTM engine.

This role requires operating as a co-leader with commercial ownership tied to revenue, overseeing renewal forecasts, portfolio health and