Senior CSM – Mid‑Market Growth & Expansion

The Wrap; Austin (TX); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity through Employee Stock Option

Learning programs and coaching

Quarterly refresh days

MacBook and home office budget

Parental leave

Medical insurance for you and family

Job summary

Culture Amp in the US is seeking a Senior Customer Success Manager to partner with Named Commercial customers and drive adoption, retention, and expansion across the Employee Experience and Performance platform.

You'll be the strategic, post‑sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action.

Qualifications

• 3–6 years in Customer Success or Account Management within SaaS.
• Experience managing 70–80+ mid-market accounts with measurable outcomes.
• Ability to build executive relationships and influence renewals.
• Strong data storytelling translating insights to actions.
• Excellent expectation setting, conflict management, and escalation handling.
• Disciplined portfolio management and systems hygiene.
• Collaborative, curious, ownership mindset with cross-functional work.
• Proficiency using AI tools to accelerate workflow.

Responsibilities

• Own a book of Named Commercial mid-market customers and exceed quarterly GRR and growth targets.
• Build Success Plans, and drive QBRs with HR leaders, aligning platform use to business goals.
• Proactively drive adoption by monitoring product usage and health to identify risks and expansion opportunities; create mitigation and growth plans.
• Coordinate internal experts and ensure seamless handoffs to deliver against objectives.
• Leverage AI-driven tools to synthesize customer insights and improve strategic communication.
• Document key moments and track renewal progress in our system of record.

Skills

Customer Success

Account Management

Executive relationships

Data storytelling

Risk identification

Cross-functional collaboration

AI tools usage

Tools

Vitally

Salesforce

Gong

Glean

Job description

Culture Amp in the US is seeking a Senior Customer Success Manager to partner with Named Commercial customers and drive adoption, retention, and expansion across the Employee Experience and Performance platform.

You'll be the strategic, post‑sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action.