Director, CX Pod Leader — Revenue, Renewal & Growth

The Wrap; Chicago (IL); Hybrid; USD 200,000 - 240,000; Full time

Benefits offered by this job

Equity through Employee Share Option

Learning programs & coaching

Quarterly refresh days

Extended year-end break

Parental leave

MacBook + home workspace budget

Annual social impact days

Medical insurance (US/UK)

Job summary

Culture Amp is the world’s leading employee experience platform, helping 25 million employees across 6,000+ companies create a better world of work. The Director, Customer Experience leads a CX pod to drive value, retention, and expansion while partnering with Sales, RevOps, and Support to deliver unified outcomes.

You’ll co-lead with the Sales pod leader to own renewals, drive adoption, and deliver predictable net revenue retention.

Qualifications

• Demonstrated success as a Customer Success leader with accountability for renewals and retention.
• Experience owning and delivering a renewal forecast, with actions driving result.
• Deep understanding of CS methodology and value-based engagement in a B2B SaaS environment.

Responsibilities

• Lead CX Pod including Customer Success Managers and Renewals Managers.
• Own pod renewal forecast and ensure forecast integrity.
• Design pod territory and optimize coverage with Sales and RevOps.
• Diagnose portfolio health using Vitally, Salesforce, and Gong; mitigate risks.
• Coach CSMs and Renewals Managers into strategic advisors.
• Serve as executive sponsor on high-stakes accounts and manage escalations.

Skills

Customer Success Leadership

Renewal Forecasting

LAER Frameworks

Cross-functional Collaboration

Executive Stakeholder Management

Tools

Vitally

Salesforce

Gong

Job description

Culture Amp is the world’s leading employee experience platform, helping 25 million employees across 6,000+ companies create a better world of work. The Director, Customer Experience leads a CX pod to drive value, retention, and expansion while partnering with Sales, RevOps, and Support to deliver unified outcomes.

You’ll co-lead with the Sales pod leader to own renewals, drive adoption, and deliver predictable net revenue retention.