Senior Customer Success Manager — Growth & Adoption Lead

Cultureamp; Austin (TX); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity

Comprehensive benefits

Job summary

Culture Amp seeks a Senior Customer Success Manager to partner with Named Commercial customers, driving adoption, retention, and expansion across our Employee Experience and Performance platform. You will be the strategic, post-sale partner to People & Culture leaders, building success plans and guiding executive reviews.

You’ll collaborate across pods with Account Management, Renewals, and Account Executives, advocating for the customer voice to influence our roadmap and accelerate value

Qualifications

• 3-6 years of experience in Customer Success or Account Management within SaaS.
• Proven ability to manage 70-80+ diverse Mid‑Market accounts with measurable outcomes.
• Ability to build executive-level relationships and drive renewals.
• Data storytelling skills to translate usage data into actions.

Responsibilities

• Own a book of Named Commercial (Mid‑Market) 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.

Skills

Customer Success

Account Management

SaaS

Executive relationships

Data storytelling

AI tools

Tools

Vitally

Salesforce

Job description

Culture Amp seeks a Senior Customer Success Manager to partner with Named Commercial customers, driving adoption, retention, and expansion across our Employee Experience and Performance platform. You will be the strategic, post-sale partner to People & Culture leaders, building success plans and guiding executive reviews.

You’ll collaborate across pods with Account Management, Renewals, and Account Executives, advocating for the customer voice to influence our roadmap and accelerate value