Senior Customer Success Manager, Culture Amp
Enterprise
$125.1-143k
+ Employee Share Options Program
Employee platform for staff surveying and analytics
Job no longer available
Employee platform for staff surveying and analytics
501-1000 employees
Job no longer available
$125.1-143k
+ Employee Share Options Program
501-1000 employees
Company mission
Culture Amp's mission is to build a better world of work by making the power of people analytics accessible to everyone.
Role
Who you are
- You’ll be expected to learn quickly and be accountable for the success of your customers
- To get there, you’ll bring a strong passion for collaborating with and helping others be successful, be it your customers or teammates
- You will get creative with solutions, demonstrate perseverance, as well as work with others to achieve a lot more than you could on your own
- Your life experiences and knowledge will be unique, you’ll be encouraged to participate and bring diversity of thought to Culture Amp
- Your background could be in a customer-facing role at a SaaS company such as Customer Success, Support, Account Management, or even first-hand experience in a HR, which would mean you are able to build empathy and become a trusted advisor to your customers
What the job involves
- Partner with our Enterprise customers (1K+ employees) to advance their employee feedback & performance strategy
- Leading strategic conversations with a customer and their Executive team (CPOs, Heads of People, Org Development etc) alongside a People Scientist or Account Manager, by leveraging your knowledge of key People and Culture topics to advise companies on their people strategies
- Facilitate effective conversations and uncovering a customer’s needs and scoping the appropriate survey configuration and coaching their project management to ensure that they’re successful
- Proactively drive product adoption, retention and ultimately business outcomes across our Enterprise customers
- Enabling customers in using the platform and more broadly, the domain of people and culture
- Freedom to plan your meetings and build customer value based on your own approach and strategy (with support and guidance)
- Ensure customer success with collaboration of Product Support, Account Management, People Science, Marketing & Product
- Resetting expectations with customers, by having challenging conversation, when appropriate
- Access to world class CS Tools, such as collaborative email tool, a dedicated Customer Success management tool, CRM, Zoom, Slack and G-Suite
- Nurturing and tracking renewal success and customer value in the CRM, and connecting with peers and being someone who communicates openly and tracks relevant information
- Advance customer voice by providing feedback to the Product and Engineering team on where we can improve the platform to better solve our customers challenges
- Contributing and leading continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e. be a 'Learn-it-all' not a 'Know-it-all’)
- After 3 months you’ll:
- Take ownership of your own Book of Business of key Enterprise customers in the US, working collaboratively in our local Enterprise Customer Success team to ensure a smooth launch & ongoing high quality customer experience for our strategic customers
- Facilitate delivery of key customer journey points (Partnership Kick-Off, Feedback Strategy Review (Business Reviews), Project Meetings, Trainings etc)
- Have learned the core elements of the product (employee feedback, performance & development)
- Built internal relationships crucial to the successful delivery and retention of accounts, across customer and product teams
- Be contributing to and collaborating on projects, such as partnering with other teams to support with our growth
Our take
The so-called ‘Great Resignation’ has 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 also has a sizable online community where users can connect and book workshops, including ones run by diversity, equity and inclusion experts.
The main way Culture Amp differentiates is its team of “People Scientists,” or organizational and behavioral psychologists who design surveys, work in its product team as analysts and serve as consultants for clients. Combining this with proprietary data derived from its wide pool of clients, the company can offer an exceptional service.
Culture Amp’s unrivaled data set and unique insights have made major impacts inside boardrooms globally. As the nature of the workplace is fundamentally changing post-pandemic, Culture Amp will hope that it can leverage its reputation to help even more customers navigate uncertain times.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Jul 2021
$100m
SERIES F
Sep 2019
$74.8m
SERIES E
Total funding: $272.1m
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 values
- Learn faster through Feedback
- Trust others to make decisions
- Amplify others
- Have the courage to be vulnerable
Company HQ
London, UK
Articles
Leadership
Didier Elzinga
(CEO)Previously Advisor at Centor for 9 years and Non-Executive Director at Tourism Australia for 4 years.
Douglas English
(CTO)Previously Solutions Architect at National Australia Bank for 5 years and Information Specialist at EDS for 1 years.
Rod Hamilton
(Board Member)Previously Principal Consultant at Unico for 4 years and Consultant at Accenture for 4 years.
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