Senior Customer Success Manager, Commercial

Partner with Named Commercial (Mid-Market) customers to drive adoption, retention, and expansion outcomes across Culture Amp's Employee Experience and Performance platform. The role acts as the strategic, post-sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action. The role manages a broad book of business, works closely within a pod model that includes Account Management, Renewals, and Account Executives, and advocates for the customer voice to influence the roadmap.

Responsibilities

Own a book of primarily Named Commercial (Mid-Market, ~400-1,000 employees) customers and be 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, and create and execute mitigation and growth plans with Account Management and Renewals; Enable customers on Culture Amp and the broader people & culture domain with strategic guidance that accelerates adoption and value realization; Coordinate and support internal experts and ensure seamless handoffs from/to sales and customer experience; Leverage AI-driven tools (e.g., Gemini, Gong, Glean) to synthesize customer insights, refine strategic communication, and identify signals that drive better customer outcomes; Document key moments and decisions in the 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 with internal leaders; Advocate for customers internally by sharing insights and structured feedback to Product and Engineering; Contribute to continuous improvement initiatives across CS at the regional and global level, sharing playbooks and scalable practices

Requirements

3-6 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 using data-driven signals and value realignment; Data storytelling: 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; Disciplined systems hygiene and portfolio management, keeping systems of record current; Collaborative, deeply curious, with an ownership mindset and demonstrated success working cross-functionally to mitigate risk and drive growth; Consultative, empathetic, and persuasive, able to tailor messages from admins to executives; Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach; Specific experience driving improvements across CS teams tied to team and customer outcomes

Benefits

Equity through the Employee Share Option Program; Learning programs and coaching; Quarterly refresh days, an extended end-of-year break and a monthly allowance for wellbeing and lifestyle; Inclusive parental leave from day one; A MacBook and budget to set up a home workspace; Five annual social impact days; Medical insurance coverage for you and your family (US and UK only)