Enterprise Customer Success Leader

Culture Amp Pty Ltd; Austin (TX); Hybrid; USD 131,000 - 150,000; Full time

Benefits offered by this job

Equity via ESOP

Learning & coaching

Quarterly refresh days

Parental leave

Home workspace budget

Social impact days

Medical insurance (US/UK)

Job summary

Culture Amp Pty Ltd is seeking an exceptional Senior Customer Success Manager for our Enterprise team in Austin. You will own retention and growth across a large book of enterprise customers (1,000+ users), partnering with People Scientists, Account Managers and Renewals Managers to turn customer needs into measurable outcomes while driving adoption and value from our platform.

You’ll lead strategic business reviews, navigate complex stakeholder relationships, and build scalable plays that

Qualifications

• 3+ years of experience in a customer-facing role with accountability for retention and growth.
• Experience managing a book of enterprise customers and owning outcomes like GRR and NRR.
• Experience leading strategic conversations with senior stakeholders and translating product data into a story they act on.
• Experience partnering with Sales and Renewals teams to protect and grow revenue.
• Familiarity with customer success and CRM tools (Vitally, Salesforce, Gong). The specific stack is something we’ll teach you.
• Hands‑on experience using AI tools in day‑to‑day work, from preparing for customer conversations to spotting risk and summarising account context.
• Experience in HR tech, HCM, or adjacent SaaS is advantageous but not required.

Responsibilities

• Own retention and growth for a book of enterprise customers, treating GRR and NRR as yours and sharing accountability for your team’s results.
• Use data, health signals, and dashboards to decide where your time makes the greatest impact across a large book, and set clear, realistic expectations with customers about what they will and won’t get.
• Lead strategic business reviews with senior stakeholders well ahead of renewal, translating platform data into business value and a clear ROI story.
• Go past the stated request to the business problem underneath, and plan proactive adoption around what will actually move the needle for each customer.
• Spot risk early from behavioural and data signals such as a sponsor change or a usage dip, raise it openly, and lead a collaborative save plan through to resolution.
• Lead the conversations others avoid, from pricing and contraction risk to expansion, and bring opportunities to your Account Manager early.
• Build relationships across each customer beyond a single champion, and mobilise colleagues you don’t directly manage, including Account Managers, Renewals Managers, People Science, and Account Executives, to deliver customer outcomes.
• Build repeatable plays, use automation and AI so your approach holds up as your book grows, and share playbooks and what you learn with the wider CX team.

Skills

Retention & growth

Stakeholder management

Data-driven decisions

AI tools usage

Cross-functional collaboration

Tools

Vitally

Salesforce

Gong

Job description

Culture Amp Pty Ltd is seeking an exceptional Senior Customer Success Manager for our Enterprise team in Austin. You will own retention and growth across a large book of enterprise customers (1,000+ users), partnering with People Scientists, Account Managers and Renewals Managers to turn customer needs into measurable outcomes while driving adoption and value from our platform.

You’ll lead strategic business reviews, navigate complex stakeholder relationships, and build scalable plays that