Director of Customer Experience & Renewal Growth

The Wrap; Austin (TX); Híbrido; USD 200 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equity through Employee Share Option

Learning programs and coaching

Quarterly refresh days

Parental leave

MacBook and home workspace budget

Annual social impact days

Medical insurance coverage (US)

Resumo da oferta

Culture Amp is seeking a Director, Customer Experience to lead a CX pod that drives value, retention, and expansion across a shared book of business. You will manage a team of Customer Success Managers and Renewals Managers, collaborating closely with Sales and RevOps to build one unified GTM engine.

This role emphasizes co-leadership and revenue ownership, with responsibilities for renewal forecasting, portfolio health, coaching, and executive escalation.

Qualificações

• Senior CS leader with accountability for GRR and renewal outcomes.
• Experience owning and delivering a renewal forecast.
• Deep understanding of CS methodology, LAER, and value-based engagement.
• Proven ability to coach CS practitioners into strategic advisors.
• Commercially confident in renewal negotiations and expansion talks.
• Cross-functional collaboration with Sales, People Science, Implementation, Support, RevOps.
• Ability to lead through ambiguity and change.

Responsabilidades

• Own the pod renewal forecast and ensure forecast integrity.
• Design pod territory in collaboration with Sales Pod Leader and RevOps.
• Monitor adoption, engagement signals, and risk indicators using Vitally, Salesforce, Gong.
• Lead renewals strategy and timing for favorable outcomes.
• Coach CSMs and Renewals Managers to become strategic advisors.
• Escalate and resolve high-stakes cross-functional issues within the pod.
• Drive AI fluency and tool adoption within the pod.

Conhecimentos

Customer Success leadership

Renewal forecasting

Cross-functional collaboration

Coaching

Commercial negotiations

B2B SaaS

Leadership presence

Ferramentas

Vitally

Salesforce

Gong

Descrição da oferta de emprego

Culture Amp is seeking a Director, Customer Experience to lead a CX pod that drives value, retention, and expansion across a shared book of business. You will manage a team of Customer Success Managers and Renewals Managers, collaborating closely with Sales and RevOps to build one unified GTM engine.

This role emphasizes co-leadership and revenue ownership, with responsibilities for renewal forecasting, portfolio health, coaching, and executive escalation.