Senior CX Pod Leader - Renewal & Growth

The Wrap; San Francisco (CA); On-site; USD 200,000 - 240,000; Full time

Benefits offered by this job

Equity through Employee Stock Option

Learning programs & coaching

Quarterly refresh days

Extended end-of-year break

Parental leave

MacBook for home setup

Wellbeing budget

Five annual social impact days

Medical insurance for you and family

Job summary

Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to drive customer value, retention, and expansion across a shared book of business. You will lead a team of CSMs and Renewals Managers, partnering with Sales and RevOps to build a unified GTM engine and revenue ownership.

This role requires operating with co-leadership and commercial ownership tied to revenue. You will coach the team, manage escalations, and sponsor high‑stakes accounts to deliver value and sustainable growth.

Qualifications

• Proven track record leading customer success and renewals with attention to retention and growth.
• Experience owning renewal forecasts and managing risk in a high‑growth SaaS environment.
• Deep knowledge of CS methodologies, LAER, and value‑based engagement.

Responsibilities

• Own renewal forecast and maintain forecast integrity across the pod.
• Define pod territory design with Sales and RevOps collaboration.
• Diagnose portfolio health using adoption signals and risk indicators.
• Lead renewals strategy, timelines, and GRR ownership.
• Coach CSMs and Renewals Managers into strategic advisors.

Skills

Leadership

Renewal forecasting

CX strategy

Cross-functional collaboration

LAER frameworks

Executive communication

Data-driven decisions

Mentoring/coaching

Risk management

Tools

Vitally

Salesforce

Gong

Job description

Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to drive customer value, retention, and expansion across a shared book of business. You will lead a team of CSMs and Renewals Managers, partnering with Sales and RevOps to build a unified GTM engine and revenue ownership.

This role requires operating with co-leadership and commercial ownership tied to revenue. You will coach the team, manage escalations, and sponsor high‑stakes accounts to deliver value and sustainable growth.