Senior Customer Success Manager, CommercialActive$832K
The opportunity
We’re big believers in the power of IRL, so for most roles we ask Campers to work from their local Culture Amp office an average of 2 days a week to unlock connection, pace and culture together.
What you'll do
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
What they're looking for
- 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.
