Senior Customer Success Manager, Culture Amp
French Speaking
+ Employee Share Option Program
Platform for staff surveying & analytics
Be an early applicant
Platform for staff surveying & analytics
501-1000 employees
Be an early applicant
+ Employee Share Option Program
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
- Ideally 3-5+ years of experience in Customer Success, Renewals, or Account Management in a SaaS or Enterprise software environment
- A background in a customer-facing SaaS role — or first-hand HR/People & Culture experience — enabling you to build empathy and become a trusted advisor to your customers
- A strong passion for collaborating with and helping others succeed, be it your customers or teammates
- You will get creative with solutions, demonstrate perseverance, and work with others to achieve far 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
- Proven track record of meeting or exceeding retention and revenue goals, including managing complex, million-dollar-plus contract renewals
- Deep understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts like ROI and TCO to articulate customer value
- Strong mentorship and coaching capabilities, with a collaborative and 'learn-it-all' approach to team development
- Proficiency in CRM and Customer Success platforms (Salesforce and Vitally preferred), plus Zoom, Slack, and G-Suite
- Essential - Native French-speaker in addition to English
- Beneficial - Native Arabic-speaker
What the job involves
- We're looking for a seasoned and strategic Senior Customer Success Manager to own our book of Enterprise accounts in our France and CEMEA regions — driving adoption, building executive relationships, and leading complex contract renewals
- This hybrid role sits at the intersection of Customer Success and Renewals, and you'll also play a key part in shaping Culture Amp's Enterprise CX playbook
- Culture Amp is a fast-growth organisation and you'll be expected to learn quickly and be accountable for the success of your customers
- Own a book of Enterprise customers (1,000+ employees) across our French and CEMEA regions, serving as their primary strategic advisor throughout the full customer lifecycle
- Lead strategic conversations with customers and their Executive teams (CPOs, Heads of People, Org Development) alongside People Scientists or Account Managers, leveraging your knowledge of People & Culture topics to advise on people strategies
- Proactively drive product adoption, retention, and business outcomes across your Enterprise book of business
- Facilitate key customer journey touchpoints including Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, Project Meetings, and platform enablement sessions
- Develop and execute strategic plans to secure on-time renewals for Enterprise customers, proactively identifying and mitigating renewal risks
- Lead complex contract negotiations end-to-end — partnering with legal and finance on terms, pricing, and compliance — and re-sell value to accounts that need re-engagement
- Serve as the primary point of contact for all renewal discussions, balancing customer needs with company objectives and accurately forecasting your pipeline
- Work closely with Account Executives to identify upsell and cross-sell opportunities at renewal, and collaborate with CSMs, People Scientists, Product, and Support for a seamless customer experience
- Reset expectations with customers by having challenging conversations when appropriate
- Nurture and track renewal success and customer value in the CRM, communicating openly and keeping relevant information up to date
- Advance the customer voice by providing feedback to Product and Engineering on where the platform can better solve customer challenges
- Contribute to and lead continuous improvement activities that will help Culture Amp and the Customer Success profession grow (be a 'Learn-it-all', not a 'Know-it-all')
- Serve as your region's key contributor for renewal and customer success best practices, taking a customer-first approach
- Mentor and guide Renewal Managers and CSMs, enhancing their skills in customer engagement, negotiation, and pipeline management
- Identify inefficiencies in renewal and success workflows, recommending improvements to enhance team performance and operational scalability
- Contribute to the ongoing refinement of Enterprise Renewal playbooks, procedures, policies, and tooling — including pricing reviews, auto-renewal policies, discounting frameworks, and objection handling libraries
- After 3 Months You'll:
- Take ownership of your book of Enterprise customers across France and CEMEA, working collaboratively in the local Enterprise CX team to ensure a smooth launch and high-quality customer experience
- Facilitate delivery of key customer journey touchpoints: Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, and Project Meetings
- Have learned the core elements of the Culture Amp platform (employee feedback, performance & development) and built fluency in renewal processes and tooling
- Built internal relationships crucial to the successful delivery and retention of accounts
- Be contributing to and collaborating on projects, such as partnering with other teams to support growth
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
$84.4m
SERIES E
Total funding: $281.7m
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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