Director of Customer Success

Culture Amp Pty Ltd; United States; On-site; USD 160,000 - 230,000; Full time

Benefits offered by this job

MacBook provided

Employee stock options

Medical insurance

Parental leave

Flexible schedule

Company events

Remote-friendly

Job summary

Culture Amp is seeking a Director, Customer Success (CX) Pod Leader to drive value, retention, and expansion across a shared book of business. You will lead a team of Customer Success Managers and Renewals Managers, partnering with Sales and RevOps to unify the GTM engine.

You will own renewal forecast, design pod territory, monitor health signals across Vitally, Salesforce, and Gong, and coach leaders to become strategic advisors.

Qualifications

• Minimum 7+ years in customer success leadership roles.
• Experience owning renewal forecast and renewal negotiations.
• Strong cross-functional collaboration with Sales, RevOps, Support, and Implementation.
• Executive-level engagement and escalation management.

Responsibilities

• Own the pod’s renewal forecast and maintain forecast integrity.
• Lead pod territory design with Sales Pod Leader and RevOps.
• Coach CSMs and Renewals Managers to become strategic advisors.
• Serve as executive sponsor on high-stakes accounts and manage complex escalations.
• Drive adoption goals and accountable account plans across the pod.

Skills

Team leadership

Forecasting

Renewals management

Cross-functional collaboration

Coaching

Education

Bachelor's degree

Tools

Vitally

Salesforce

Gong

Job description

• The Director, Customer Success (internally we call it Customer Experience (CX)) Pod Leader is accountable for driving customer value, retention, and expansion across a shared book of business within a cross-functional pod
• This role leads a team of Customer Success Managers and Renewals Managers with the same rigor, commercial edge, and coaching intensity expected of a senior CS leader ; while operating as an equal partner to the Director, Sales in building one unified GTM engine
• This role requires operating differently than most CX leaders have to date in tech, specifically around co-leadership and commercial ownership that is tied to revenue
• Own the pod’s renewal forecast and maintain forecast integrity, speak to week-over-week movement, and translate CSM inputs and your own book inspection into a dependable, consistent number that leadership can rely on
• Lead pod territory design within your book of business. Working with your Sales Pod Leader and RevOps, translate the pod’s assigned accounts into clearly defined CSM and RM territories that optimize for coverage, collaboration, and customer continuity
• Diagnose and manage portfolio health through monitoring adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong; ensuring a no-surprises renewal motion through early identification, strong value realization and proactive mitigation of at-risk accounts
• Lead renewals process discipline and set strategy for renewal negotiations, manage commercial timelines, and hold the team accountable for securing outcomes well ahead of renewal dates; own GRR as a personal accountability
• Coach CSMs and Renewals Managers into strategic advisors to develop the team through a consistent operating rhythm of 1:1s, performance coaching, feedback, and career development conversations that build capability and drive accountability
• Serve as executive sponsor on high-stakes accounts and act as the senior CX point of contact for complex escalations, expectation resets, and moments where the partnership with the customer is at risk
• Drive adoption goal-setting and outcome delivery to set adoption goals across the pod’s book, hold the team accountable to specific account plans, and move the team from reactive firefighting to proactive customer engagement
• Manage team performance rigorously and lead them through structured performance management, ensure high standards are celebrated and gaps are addressed, and contribute to hiring and onboarding decisions that raise the bar of the team
• Own the customer lifecycle as a shared responsibility and partner closely with the Sales Pod Leader to ensure seamless handoffs, no gaps in customer coverage, and a joined-up experience from acquisition through adoption, renewal, and expansion
• Set the tone for one GTM engine. Model cross-functional trust, unified customer engagement, and shared accountability across Sales and CX; the pod operates as one team with one commercial goal
• Co-create the pod’s GTM play roadmap and partner with the Sales Pod Leader to identify the Sales & CX quarterly plan and roadmap of plays and customer segments the pod will prioritize; document the approach and recommend plays upward to regional and functional leadership
• Optimize jointly for NRR and value creation to ensure every pod decision, from resource allocation to customer prioritization, connects to long-term value creation and predictable net revenue retention
• Drive AI fluency and tool adoption across the pod to actively model the use of AI tools to improve efficiency and output quality; hold the team accountable for building AI-enabled habits into their daily workflow
• Synthesize and deliver joint pod QBRs to co-present quarterly business reviews covering pod performance across Sales, CX, and customer health dimensions
• Serve as the pod’s ultimate escalation point and own the resolution of complex, cross-functional, or customer-facing issues within the pod; engage senior or cross-functional partners (Support, People Science, RevOps) when the situation requires it
• Build a pod culture of performance to set a clear vision for the pod alongside the Sales Pod Leader, translate strategy into focused execution, and create an environment where ambition, accountability, and collaboration thrive

Benefits

• MacBooks for you to do your best work
• Share Options - it's important to us that everyone is an owner and can share in our success
• Medical insurance - for you and your family so you can feel safe in these uncertain times
• Excellent parental leave and in work support programme, - for those families to be
• Flexible working schedule - where we can, let's make work, work for you
• Fun and inclusive digital, and (in the future) in-person events
• Work from home opportunities

Demonstrated ability to work through ambiguity and lead a team through change, evolving models, or new ways of workingCommercial confidence, comfortable navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalationsProven ability to coach and develop CS practitioners into high-performing strategic advisorsExperience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps to drive customer outcomesExperience owning and delivering a renewal forecast, including speaking to movement, risk, and the specific actions driving the resultDeep understanding of CS methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environmentDemonstrated success as a Customer Success leader, with direct accountability for GRR, renewal outcomes, and a team's performance against retention and adoption goalsData fluency, proficiency with Vitally, Salesforce, and Gong (or equivalent) to diagnose risk and drive team performanceStrong coaching and people leadership capabilities, with the ability to build accountability and develop talentAlignment with Culture Amp values and behaviorsSenior leadership presence and communication skills required for high-stakes customer moments and internal stakeholder alignment

Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don't meet every requirement, but your unique experience matters.