Senior Customer Success Leader: Mid‑Market Growth & Adoption

Culture Amp Pty Ltd; Chicago (IL); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Culture Amp in Chicago is seeking a Senior Customer Success Manager to partner with Named Commercial customers (Mid-Market ~400-1,000 employees) to drive adoption, retention, and expansion across Culture Amp's Employee Experience and Performance platform. You’ll be the post-sale partner to People & Culture leaders, building success plans, leading executive reviews, and translating people science insights into action.

The role supports a hybrid office model with two in-office days per week.

Responsibilities

• Own Named Commercial (Mid-Market ~400 -1,000 employees) customers and are accountable for exceeding quarterly Gross Revenue Retention (GRR) and growth targets.
• Build Success Plans, and drive QBRs with HR leaders (CPOs/CHROs), aligning platform use to business and people goals.
• Proactively drive adoption by monitoring product usage and health to identify risks and expansion opportunities; create and execute mitigation and growth plans in partnership with Account Management and Renewals.
• Enable customers on Culture Amp and the broader people & culture domain; deliver strategic guidance that accelerates adoption and value realization for customers tied to their business goals.
• Coordinate and support the right internal experts at the right moments; ensure seamless handoffs from/to sales & customer experience to deliver against customer objectives.
• Leverage AI-driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and proactively identify signals that drive better customer outcomes
• Document key moments and decisions in our system of record (e.g., Vitally/Salesforce), track value and renewal progress, and communicate clearly and often.
• Coach customers through challenging conversations, set realistic expectations, and resolve escalations in partnership with internal leaders.
• Advocate for customers internally by sharing insights and structured feedback to Product and Engineering to improve experience and outcomes.
• Contribute to continuous improvement initiatives

Job description

Culture Amp in Chicago is seeking a Senior Customer Success Manager to partner with Named Commercial customers (Mid-Market ~400-1,000 employees) to drive adoption, retention, and expansion across Culture Amp's Employee Experience and Performance platform. You’ll be the post-sale partner to People & Culture leaders, building success plans, leading executive reviews, and translating people science insights into action.

The role supports a hybrid office model with two in-office days per week.