Strategic CS Lead for MidMarket Adoption & Growth

HR Tech Job

Austin (TX)

On-site

USD 110,000 - 150,000

Full time

5 days ago

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Job summary

Culture Amp is seeking a Senior Customer Success Manager to partner with Named Commercial customers (Mid‑Market) and drive adoption, retention, and expansion outcomes across Employee Experience and Performance platforms. You’ll lead success plans, executive strategy reviews, and translate people science insights into action.

You’ll work within a cross-functional pod with AMs, Renewals, and Account Executives, advocating for the customer voice to influence roadmaps.

Qualifications

3-6 years in Customer Success or Account Management within SaaS with revenue outcomes.
Experience managing 70-80+ Mid-Market accounts with measurable outcomes.
Ability to influence customers toward adoption, expansion and renewal decisions.

Responsibilities

Own a book of Mid‑Market Named Commercial customers and exceed GRR and growth targets.
Build Success Plans and drive QBRs with HR leaders (CPOs/CHROs).
Proactively monitor product usage and health; partner with AM and Renewals on mitigation and growth.
Provide strategic guidance and translate people science insights into action.
Coordinate internal experts to deliver against customer objectives during handoffs.
Leverage AI-driven tools to synthesize insights and drive proactive actions.
Document key moments in Vitally/Salesforce and track value and renewal progress.
Coach customers through challenging conversations and set expectations.
Advocate for customers by feeding insights to Product and Engineering.
Share playbooks and scalable practices across the CS team.