Senior Enterprise CSM - Drive Retention & Growth (Hybrid)

Black.ai; San Francisco (CA); Hybrid; USD 131,000 - 150,000; Full time

Benefits offered by this job

Equity through ESOP

Learning programs

Wellbeing monthly allowance

Parental leave

MacBook & home workspace budget

Annual social impact days

Medical insurance for you & family (US

Job summary

Culture Amp is seeking a Senior Customer Success Manager to join our Enterprise Customer Success team. You’ll own retention and growth for a large book of enterprise customers and partner across cross-functional teams to deliver outcomes.

You will translate platform data into business value, lead strategic reviews with senior stakeholders, and use health signals to guide proactive adoption and risk management.

Qualifications

• 3+ years in a customer-facing role with retention and growth responsibilities.
• Experience owning outcomes like GRR and NRR for enterprise customers.
• Experience leading strategic conversations with senior stakeholders.
• Experience partnering with Sales and Renewals to protect and grow revenue.
• Familiarity with CRM tools (Vitally, Salesforce, Gong) and the specific stack can be taught.
• Hands-on experience using AI tools in daily work.

Responsibilities

• Own retention and growth for a book of enterprise customers, with GRR/NRR accountability.
• Use data, health signals, and dashboards to prioritize where to act.
• Lead strategic business reviews with senior stakeholders before renewal.
• Translate platform data into business value and ROI stories for customers.
• Identify underlying business problems and plan proactive adoption initiatives.
• Spot risks early and coordinate cross-functional save plans to resolve them.
• Collaborate with Account Managers, Renewals, People Science, and executives to deliver outcomes.
• Create repeatable plays and share learnings with the CX team.

Skills

Customer success

Account management

Renewals

Data-driven

Stakeholder management

AI tools

Tools

Vitally

Salesforce

Gong

Job description

Culture Amp is seeking a Senior Customer Success Manager to join our Enterprise Customer Success team. You’ll own retention and growth for a large book of enterprise customers and partner across cross-functional teams to deliver outcomes.

You will translate platform data into business value, lead strategic reviews with senior stakeholders, and use health signals to guide proactive adoption and risk management.