Head of Customer Experience & Renewal Growth

Culture Amp Pty Ltd; Austin (TX); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

MacBooks for you to do your best work

Share Options

Medical insurance for you and your 가족

Excellent parental leave and support

Flexible working schedule

Digital events and future in-persons

Work from home opportunities

Job summary

Culture Amp Pty Ltd is seeking a Director of Customer Success (CX) to lead a pod of Customer Success Managers and Renewals Managers.

The role focuses on driving customer value, retention, and expansion across a shared book, with co-leadership and revenue ownership Responsibility includes owning renewal forecasts, onboarding and coaching the team, and partnering with Sales and RevOps to ensure a unified GTM engine that reduces churn and grows ARR.

Qualifications

• Experience owning and delivering renewal forecasts with clear movement signals and recommended actions.
• Proven track record as a Customer Success leader accountable for GRR, renewal outcomes, and team performance.
• Ability to coach CS practitioners into strategic advisory partners and drive cross-functional collaboration with Sales, RevOps, and Support.
• Comfort with executive-level customer engagement, escalations, and renewal negotiations.
• Strong knowledge of CS methodologies, LAER frameworks, and value-based engagement in B2B SaaS.

Responsibilities

• Lead a Customer Success and Renewals team within a pod to drive value, retention, and expansion.
• Own renewal forecast and ensure accuracy, with proactive risk mitigation and renewal strategies.
• Coaches team members through 1:1s, feedback, and career development to raise capability.
• Partner with Sales and RevOps to design territory coverage and cross-functional GTM plays.
• Act as senior CX sponsor on high-stakes accounts and manage complex escalations.

Skills

Team leadership

Renewal forecasting

Cross-functional collaboration

Executive communication

Data-driven decision making

Education

Bachelor's degree or equivalent

Tools

Vitally

Salesforce

Gong

Job description

Culture Amp Pty Ltd is seeking a Director of Customer Success (CX) to lead a pod of Customer Success Managers and Renewals Managers.

The role focuses on driving customer value, retention, and expansion across a shared book, with co-leadership and revenue ownership Responsibility includes owning renewal forecasts, onboarding and coaching the team, and partnering with Sales and RevOps to ensure a unified GTM engine that reduces churn and grows ARR.