Senior Customer Success Manager, Commercial New Chicago, IL

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

Senior Customer Success Manager, Commercial

Chicago, IL

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