Senior Customer Success Lead — Mid‑Market Growth

HR Tech Job

Chicago (IL)

On-site

USD 100,000 - 160,000

Full time

3 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

HR Tech Job is seeking a Senior Customer Success Manager to partner with Named Commercial (Mid‑Market) customers and drive adoption, retention, and expansion within Culture Amp's platform. You’ll lead success plans, executive strategy reviews, and translate people insights into business value.

You will collaborate with Account Management, Renewals, and Account Executives, advocating for the customer voice to influence the roadmap.

Qualifications

3-6 years in Customer Success or Account Management within SaaS.
Experience managing 70-80+ Mid‑Market accounts with measurable outcomes.
Ability to manage executive relationships and influence adoption and renewal decisions.
Data storytelling: translate usage data and insights into clear actions.
Excellent expectation-setting and conflict management.
Cross-functional collaboration and ownership mindset.

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 (CPOs/CHROs).
Monitor product usage to identify risks and expansion opportunities; create mitigation and growth plans.
Enable customers on Culture Amp and related topics to realize business value.
Coordinate internal experts to deliver against customer objectives.
Leverage AI tools to synthesize insights and accelerate outcomes.
Document key moments in Vitally/Salesforce and track renewal progress.
Coach customers through escalations and manage expectations.
Advocate for customers by feeding feedback to Product and Engineering.
Contribute to CS improvements across regions and teams.