Senior Customer Success Manager, Commercial New Austin TX

Culture Amp Pty Ltd; Austin (TX); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity

Coaching & growth

Quarterly refresh days

Wellbeing budget

Parental leave

Home workspace setup

Social impact days

Medical insurance

Job summary

Culture Amp in Austin, TX seeks a Senior Customer Success Manager to partner with Named Commercial mid-market customers, driving adoption, retention, and expansion across Culture Amp’s Employee Experience and Performance platform.

You will work with a cross-functional pod and collaborate with People Science, Implementation, and Support to deliver outcomes aligned with business goals. This role embraces curiosity and a customer-first mindset.

Qualifications

• 3-6 years in Customer Success or Account Management in SaaS, with revenue impact.
• Manage 70-80+ Mid-Market accounts with adoption, retention, expansion.
• Build executive-level relationships and influence product adoption and renewal decisions.
• Use data storytelling to translate usage and insights into actions.
• Proactive risk identification and churn mitigation with data signals.

Responsibilities

• Own a book of Named Commercial mid-market customers and exceed GRR and growth targets.
• Build Success Plans and drive QBRs with HR leaders aligning platform use to goals.
• Drive adoption by monitoring product usage and health; plan mitigations with partners.
• Deliver strategic guidance to accelerate adoption and value realization tied to business goals.
• Coordinate internal experts for seamless handoffs and customer objectives.
• Leverage AI-driven tools to synthesize insights and improve communications.
• Document decisions in CRM and track renewal progress; communicate status clearly.
• Coach customers through escalations and set realistic expectations with internal leaders.
• Advocate for customers to influence product and engineering roadmaps.

Skills

Key account management

Executive relationships

Data storytelling

AI tools usage

Relationship building

Risk mitigation

Cross-functional collaboration

Communication

Job description

Senior Customer Success Manager, Commercial

Austin TX

We're big believers in the power of IRL, so for most roles we ask Campers to work from their local Culture Amp office an average of 2 days a week to unlock connection, pace and culture together. Join us on our mission to make a better world of work.

Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,000 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world's top private cloud companies by Forbes and most innovative companies by Fast Company.

How you can help make a better world of work

We're looking for a Senior Customer Success Manager to partner with our Named Commercial (Mid-Market ~400 -1,000 employees) customers to drive adoption, retention, and expansion outcomes across Culture Amp's 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.

This role manages a broad book of business, collaborates very closely within our pod - model that includes Account Management, Renewals, and Account Executives. Other collaborators include People Science, Customer Trainers, Implementation, and Support. This role advocates for the customer voice to influence our roadmap. You'll thrive here if you're deeply curious, customer first, and outcomes focused.

Responsibilities

• Own a book of primarily 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 across CS both at the region and global level; sharing playbooks, insights, and scalable practices with the team.

After 3 months in this role you’ll:

• Confidently run customer kick-offs, QBRs , project meetings, risk mitigation plans; support renewal and expansion motions in collaboration with account managers and renewals to influence GRR and growth goals.
• Demonstrate working fluency in Culture Amp's core products (Engagement, Performance, Development & AI Coach) and common Mid-Market use cases.
• Deeply understand top 20% of customers, what they do and how our platform drives their business outcomes
• Have strong internal relationships across account delivery and product teams and be contributing to team projects that uplevel this role and impact.
• Develop a plan for how you'll hit your quarterly GRR and Expansion targets.

Skills and Experience

• 3-6 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue outcomes.
• Proven ability to manage 70-80+ diverse Mid-Market accounts, driving adoption, retention, and expansion with clear, measurable outcomes.
• Drive multi-threaded and executive-level relationships and exercise strategic influence to drive customer commitment to new initiatives, product adoption, and renewal decisions.
• Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing "at-risk" accounts by using data-driven signals and value realignment to secure long-term commitment.
• Data storytelling: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions tied to business outcomes.
• Excellent expectation-setting, conflict management, and escalation handling; you're comfortable resetting and aligning on a path forward.
• Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps.
• Collaborative, deeply curious and have ownership mindset with demonstrated success working cross-functionally to mitigate risk and drive growth.
• Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action.
• Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach across a large book of business
• Specific experience driving improvements across CS teams tied to team and customer outcomes.

For this role, the estimated On Target Earnings (OTE) range is listed below. In addition to your OTE salary, your compensation package will include additional components such as equity and benefits.

We believe in fair & equitable pay at Culture Amp, and therefore, we build pay equity into all our programs in addition to conducting annual pay equity audits.

OTE Salary (US)

$120,000 - $150,000 USD

We offer competitive pay and a total rewards package designed to support you at work and in life.

• Equity through our Employee Share Option Program, so you can share in our long-term success
• Learning programs and coaching to help you thrive and grow
• Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle
• Inclusive parental leave from day one
• A MacBook and budget to set up your home workspace, enabling flexibility
• Five annual social impact days to to give back to causes that matter to you
• Medical insurance coverage for you and your family (Available for US & UK only)

Our rewards are designed to support different needs and life stages, recognising that what matters most can vary from person to person.

Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don’t meet every requirement, but your unique experience matters. If you're interested in joining us, we strongly encourage you to apply and help us build a more diverse and impactful team.

Accommodations & Data Privacy

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact [e-mail] .

Global Diversity Questions

At Culture Amp, we are incredibly proud of how our platform helps companies measure aspects of diversity and inclusion; particularly aspects beyond race and gender. When it comes to measuring diversity for ourselves, we are leading the charge in helping companies think about building balanced teams.

To get a comprehensive understanding of our pipeline, we invite all applicants to fill out these demographic questions.Completion of this form is entirely voluntary and declining to provide this information will not subject you to adverse treatment.

Culture Amp is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, colour, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law.

Thank you and good luck with your application.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self‑identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Culture Amp’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

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