Director, Customer Success — Renewal & Growth Leader

Black.ai; San Francisco (CA); Hybrid; USD 200,000 - 240,000; Full time

Benefits offered by this job

Equity through Employee Stock Option

Learning programs & coaching

Quarterly refresh days

Parental leave

MacBook & home office setup

Five annual social impact days

Medical insurance (US & UK)

Job summary

Culture Amp is seeking a Director, Customer Success (CX Pod Leader) to drive customer value, retention and expansion across a shared book within a cross-functional pod. You will lead Customer Success Managers and Renewals Managers with a senior-level focus on revenue ownership.

You will co-lead with Sales, co-create GTM plays, and own renewal strategy while coaching the team to deliver proactive, high-impact customer outcomes.

Qualifications

• Demonstrated success leading a Customer Success team with renewals and adoption goals.
• Ability to own renewal forecast and communicate movement to leadership.
• Experience coaching practitioners into strategic advisors.

Responsibilities

• Own the pod renewal forecast and ensure forecast integrity.
• Lead pod territory design with Sales and RevOps.
• Diagnose portfolio health using Vitally, Salesforce and Gong.
• Lead renewals process discipline and negotiations.
• Coach CSMs and Renewals Managers to become strategic advisors.
• Serve as executive sponsor for high-stakes accounts.
• Drive adoption goals and accountable account plans.
• Manage team performance and support hiring decisions.

Skills

Renewal forecasting

Leadership

Cross-functional collaboration

Data fluency

Coaching

Tools

Vitally

Salesforce

Gong

Job description

Culture Amp is seeking a Director, Customer Success (CX Pod Leader) to drive customer value, retention and expansion across a shared book within a cross-functional pod. You will lead Customer Success Managers and Renewals Managers with a senior-level focus on revenue ownership.

You will co-lead with Sales, co-create GTM plays, and own renewal strategy while coaching the team to deliver proactive, high-impact customer outcomes.