Senior Customer Success Manager - Mid-Market Growth

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

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.