Senior Enterprise CSM: Growth, Adoption & Renewals

The Wrap; Chicago (IL); Hybrid; USD 131,000 - 150,000; Full time

Benefits offered by this job

Equity through Employee Share Option

Learning programs and coaching

Quarterly refresh days and extended F&

Parental leave from day one

MacBook and home workspace budget

Annual social impact days

Medical insurance for you and family (

Job summary

Culture Amp seeks a Senior Customer Success Manager to support Enterprise customers (1,000+ users) through strategic partnership and risk management. You’ll work within a GTM pod with Sales and Renewals to align on strategy and own outcomes.

Manage a large portfolio, drive GRR/NRR, and lead executive conversations to demonstrate business value. Leverage AI-enabled tools to prepare for customer conversations, surface insights, and scale engagement.

Qualifications

• Experience managing Enterprise or scaled B2B SaaS portfolios with strong CX focus.
• Proven GRR and NRR ownership with commercial accountability.
• Executive communication skills and data-informed storytelling.
• Proactive risk management and cross-functional collaboration.
• Familiarity with AI to enhance customer engagement.

Responsibilities

• Own a large Enterprise-scaled portfolio of 70–85 customers totaling about $3.5M ARR.
• Collaborate in a GTM pod with Sales and Renewal Managers to align strategy.
• Drive GRR/NRR through executive reviews and adoption planning.
• Lead strategic conversations with executives and validate renewal intent.
• Use DLCX motions and automation to improve adoption and surface risk.
• Identify risks early and craft mitigation plans with urgency.
• Leverage AI tools to prepare for conversations and surface insights.
• Maintain account hygiene in Vitally and other CX tools.

Skills

Enterprise portfolio management

Executive communication

Risk management

Cross-functional collaboration

AI in CX

HR tech knowledge

Job description

Culture Amp seeks a Senior Customer Success Manager to support Enterprise customers (1,000+ users) through strategic partnership and risk management. You’ll work within a GTM pod with Sales and Renewals to align on strategy and own outcomes.

Manage a large portfolio, drive GRR/NRR, and lead executive conversations to demonstrate business value. Leverage AI-enabled tools to prepare for customer conversations, surface insights, and scale engagement.