Enterprise CSM Lead: Growth & Renewals

The Wrap

San Francisco (CA)

Hybrid

USD 138,000 - 150,000

Full time

14 days+

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Benefits offered by this job

Equity through ESPP

Learning programs and coaching

Wellbeing monthly allowance

Parental leave

MacBook & home workspace budget

Social impact days

Medical insurance for you and family (

Job summary

Culture Amp is seeking a Senior Customer Success Manager to manage a scalable Enterprise portfolio, aligning with Sales and Renewals to drive retention, adoption and expansion. You will lead executive conversations, mitigate risks early, and use AI-enabled tools to improve efficiency and outcomes across 70–85 enterprise customers totaling roughly $3.5M ARR.

You will collaborate within a GTM pod model, owning the full revenue lifecycle from adopt to renew, and you will drive value-led

Qualifications

Experience managing Enterprise or scaled B2B SaaS portfolios.
Proven track record of owning GRR and NRR with strong commercial accountability.
Strong executive communication skills for data-informed conversations.
Proactive risk management and judgment in high-stakes situations.
Ability to collaborate across functions within a pod-based model.

Responsibilities

Own a large Enterprise portfolio (70–85 customers) totaling $3.5M ARR, owning retention, adoption and expansion.
Partner in a GTM pod with Sales and Renewal Managers to align on account strategy.
Drive commercial outcomes by managing GRR and NRR through Executive Strategy Reviews.
Lead strategic conversations, connecting customer priorities to measurable business value.
Leverage AI-enabled plays to improve scale and surface opportunities and risks.
Maintain strong account hygiene in Vitally and related tools; share feedback and playbooks.