Director of Customer Success — CX Pod Leader

Culture Amp Pty Ltd; Austin (TX); Híbrido; USD 200.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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 (US/UK)

Descripción de la vacante

Culture Amp is seeking a Director, Customer Success (CX Pod Leader) to drive customer value, retention, and expansion across a shared book. You’ll lead a team of CSMs and Renewals Managers, partnering with Sales and RevOps in a one-GTM engine.

You’ll own renewal strategy, mitigate risk, and elevate customer outcomes across complex accounts. The role emphasizes co-leadership and revenue ownership within a B2B SaaS context, with a hybrid work model and opportunities to influence culture and

Formación

• Proven success as a Customer Success leader with renewal and retention focus.
• Experience owning and delivering renewal forecasts and actions.
• Deep CS methodology, LAER frameworks, and value-based engagement.

Responsabilidades

• Own pod renewal forecast, ensure forecast integrity and weekly movement.
• Lead pod territory design with Sales and RevOps for coverage and continuity.
• Diagnose portfolio health using adoption signals and risk indicators.
• Lead renewals process discipline and strategic negotiations.
• Coach CSMs and Renewals Managers into strategic advisors.
• Serve as executive sponsor on high-stakes accounts and escalations.
• Drive adoption goal-setting and accountability across the pod.
• Manage team performance and contribute to hiring decisions.

Conocimientos

CS leadership

Renewal forecasting

Cross-functional collaboration

Executive engagement

Educación

Senior leadership experience

Herramientas

Vitally

Salesforce

Gong

Descripción del empleo

Culture Amp is seeking a Director, Customer Success (CX Pod Leader) to drive customer value, retention, and expansion across a shared book. You’ll lead a team of CSMs and Renewals Managers, partnering with Sales and RevOps in a one-GTM engine.

You’ll own renewal strategy, mitigate risk, and elevate customer outcomes across complex accounts. The role emphasizes co-leadership and revenue ownership within a B2B SaaS context, with a hybrid work model and opportunities to influence culture and