Senior Enterprise Customer Success Leader

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

Benefits offered by this job

Equity through Employee Share Option

Learning programs and coaching

Quarterly refresh days

Extended end-of-year break

Monthly wellbeing allowance

Parental leave

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) with strategic partnerships, proactive risk management, and value-led success. You will work within a GTM pod with Sales and Renewals to align on account strategy and own customer outcomes across adopt, expand, and renew.

The role emphasizes driving ARR growth, maintaining strong executive relationships, and leveraging AI tools to improve efficiency and scale.

Qualifications

• Experience managing Enterprise or scaled B2B SaaS portfolios.
• Track record of owning GRR and NRR while balancing outcomes with commercial accountability.
• Strong executive communication skills for data-informed, value-based conversations.

Responsibilities

• Own a scalable Enterprise portfolio with 70–85 customers and $3.5M ARR.
• Work in a GTM pod with Sales and Renewals to align account strategy.
• Drive commercial outcomes with risk management and renewal planning.
• Lead strategic conversations connecting client priorities to measurable business value.
• Use AI-enabled tools to surface insights and improve conversion and adoption.
• Maintain account hygiene in Vitally and related tools; share feedback and playbooks.

Skills

Enterprise portfolio management

GRR/NRR ownership

Executive communication

Risk management

Cross-functional collaboration

AI in CX

HR tech experience

Job description

Culture Amp seeks a Senior Customer Success Manager to support Enterprise customers (1,000+ users) with strategic partnerships, proactive risk management, and value-led success. You will work within a GTM pod with Sales and Renewals to align on account strategy and own customer outcomes across adopt, expand, and renew.

The role emphasizes driving ARR growth, maintaining strong executive relationships, and leveraging AI tools to improve efficiency and scale.