Senior Customer Success Manager, Culture Amp
Commercial
$131.5-150k
+ Equity
2-3 days a week in office
Platform for staff surveying & analytics
Be an early applicant
Platform for staff surveying & analytics
501-1000 employees
Be an early applicant
$131.5-150k
+ Equity
2-3 days a week in office
501-1000 employees
Company mission
To build a better world of work by making the power of people analytics accessible to everyone.
Role
Who you are
- 4-7 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue outcomes
- Proven ability to manage 70-80+ diverse Mid‑Market accounts, driving adoption, retention, and expansion with clear, measurable outcomes
- Drive multi-threaded and executive-level relationships and exercise strategic influence to drive customer commitment to new initiatives, product adoption, and renewal decisions
- Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing “at-risk” accounts by using data-driven signals and value realignment to secure long-term commitment
- Data storytelling: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions tied to business outcomes
- Excellent expectation‑setting, conflict management, and escalation handling; you’re comfortable resetting and aligning on a path forward
- Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps
- Collaborative, deeply curious and have ownership mindset with demonstrated success working cross‑functionally to mitigate risk and drive growth
- Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action
- Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach across a large book of business
- Specific experience driving improvements across CS teams tied to team and customer outcomes
- You’ll thrive here if you’re deeply curious, customer first, and outcomes focused
- Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements
- We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!
What the job involves
- We’re looking for a Senior Customer Success Manager to partner with our Named Commercial (Mid‑Market) customers to drive adoption, retention, and expansion outcomes across Culture Amp’s Employee Experience and Performance platform
- You’ll be the strategic, post‑sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action
- This role manages a broad book of business, collaborates cross‑functionally with Account Management, Renewals, People Science, Customer Trainers, Implementation, and Support, and advocates for the customer voice to influence our roadmap
- Own a book of primarily Named Commercial (Mid‑Market ~400 -1,000 employees) customers and are accountable for exceeding quarterly Gross Revenue Retention (GRR) and growth targets
- Build Success Plans, and drive QBRs with HR leaders (CPOs/CHROs), aligning platform use to business and people goals
- Proactively drive adoption by monitoring product usage and health to identify risks and expansion opportunities; create and execute mitigation and growth plans in partnership with Account Management and Renewals
- Enable customers on Culture Amp and the broader people & culture domain; deliver strategic guidance that accelerates adoption and value realization for customers tied to their business goals
- Coordinate and support the right internal experts at the right moments; ensure seamless handoffs from/to sales & customer experience to deliver against customer objectives
- Leverage AI-driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and proactively identify signals that drive better customer outcomes
- Document key moments and decisions in our system of record (e.g., Vitally/Salesforce), track value and renewal progress, and communicate clearly and often
- Coach customers through challenging conversations, set realistic expectations, and resolve escalations in partnership with internal leaders
- Advocate for customers internally by sharing insights and structured feedback to Product and Engineering to improve experience and outcomes
- Contribute to continuous improvement initiatives across CS both at the region and global level; sharing playbooks, insights, and scalable practices with the team
- After 3 months in this role you’ll:
- Confidently run customer kick‑offs, QBRs , project meetings, risk mitigation plans; support renewal and expansion motions in collaboration with account managers and renewals to influence GRR and growth goals
- Demonstrate working fluency in Culture Amp’s core products (Engagement, Performance, Development & AI Coach) and common Mid‑Market use cases
- Deeply understand top 20% of customers, what they do and how our platform drives their business outcomes
- Have strong internal relationships across account delivery and product teams and be contributing to team projects that uplevel this role and impact
- Develop a plan for how you’ll hit your quarterly GRR and Expansion targets
Our take
The so-called ‘Great Resignation’ highlighted what top companies have understood for years - that perhaps even more important than technology or branding, a company’s most valuable asset is its people. Culture Amp is an HR tech startup helping companies protect and enhance that value.
From its start as a survey platform, Culture Amp has grown to encompass analytics for managers, like turnover prediction and team goal tracking. It differentiates itself through a team of “People Scientists" - organizational and behavioral psychologists who design surveys, work in its product team as analysts and serve as consultants for clients.
Culture Amp's unique insights have made major impacts inside boardrooms globally, but lately the company has seen slowing growth and persistent losses (as workplaces shift from culture and DEI). Despite this, the founder and former CEO insists the Unicorn is in a great place to continue pushing its mission, even in this more difficult economic environment.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2021
$100m
SERIES F
Sep 2019
$85.5m
SERIES E
Total funding: $282.8m
Company benefits
- MacBooks for you to do your best work
- Share Options - it’s important to us that everyone is an owner and can share in our success
- Medical insurance - for you and your family so you can feel safe in these uncertain times
- Excellent parental leave and in work support programme, - for those families to be
- Flexible working schedule - where we can, let’s make work, work for you
- Fun and inclusive digital, and (in the future) in-person events
- Work from home opportunities
Company HQ
London, UK
Leadership
Didier Elzinga
(Co-Founder & Executive Chairman)Former CEO of the company. Previously Advisor at Centor for 9 years and Non-Executive Director at Tourism Australia for 4 years.
Douglas English
(Co-Founder & CTO)Previously Solutions Architect at National Australia Bank for 5 years and Information Specialist at EDS for 1 years.
Rod Hamilton
(Co-Founder & Board Member)Former CPO of the company. Previously Principal Consultant at Unico for 4 years and Consultant at Accenture for 4 years.
Caroline Rawlinson
(CEO)Began as Chief Financial and Operational Officer in 2024, becoming CEO in 2026. Previously CFO then COO of MYOB, CFO at Trade Me and Formica Asia.
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