Senior Customer Success Manager

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. Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,000 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day. Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company. For more information visit cultureamp.com . Join us in creating a better world of work. Culture Amp is looking for an exceptional Senior Customer Success Manager to join our Enterprise Customer Success team. You’ll work alongside Account Managers, Renewals Managers, and Account Executives in what we call a pod, a small cross-functional team that shares ownership of the customer from first sale through to renewal. You’ll own the adopt motion and share ownership of retention and growth with the colleagues around your customers. You’ll be at the forefront of Culture Amp’s work with our enterprise customers (1,000+ users), helping organisations that want to make a material impact on their culture get lasting value from Culture Amp, with a team that wins or loses together. You’ll bring a consultative, insight-led approach to a large book of enterprise customers. You’ll partner closely with People Scientists and your Account Managers and Renewals Managers to turn what a customer says they want into outcomes they can see. If you’re deeply curious, commercially confident, and energised by helping customers get real results, this role was built for you. You will • Own retention and growth for a book of enterprise customers, treating GRR and NRR as yours and sharing accountability for your team’s results. • Use data, health signals, and dashboards to decide where your time makes the greatest impact across a large book, and set clear, realistic expectations with customers about what they will and won’t get. • Lead strategic business reviews with senior stakeholders well ahead of renewal, translating platform data into business value and a clear ROI story. • Go past the stated request to the business problem underneath, and plan proactive adoption around what will actually move the needle for each customer. • Spot risk early from behavioural and data signals such as a sponsor change or a usage dip, raise it openly, and lead a collaborative save plan through to resolution. • Lead the conversations others avoid, from pricing and contraction risk to expansion, and bring opportunities to your Account Manager early. • Build relationships across each customer beyond a single champion, and mobilise colleagues you don’t directly manage, including Account Managers, Renewals Managers, People Science, and Account Executives, to deliver customer outcomes. • Build repeatable plays, use automation and AI so your approach holds up as your book grows, and share playbooks and what you learn with the wider CX team. You have • 3+ years of experience in a customer-facing role with accountability for retention and growth, such as customer success, account management, or renewals. • Experience managing a book of enterprise customers an