Opportunity at
Culture AmpDirector, Customer Experience
Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to join its team in San Francisco. This full-time position commands an estimated annual salary…
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About This Role
Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to join its team in San Francisco. This full-time position commands an estimated annual salary range of USD 200,000 to 240,000. Culture Amp operates an employee experience platform utilizing people science and a comprehensive dataset, serving over 6,000 companies globally. In this position, the director will oversee customer retention, value delivery, and expansion across a shared portfolio within a…
Job Description
Culture Amp is seeking a Director, Customer Experience (CX) Pod Leader to join its team in San Francisco. This full-time position commands an estimated annual salary range of USD 200,000 to 240,000. Culture Amp operates an employee experience platform utilizing people science and a comprehensive dataset, serving over 6,000 companies globally.
In this position, the director will oversee customer retention, value delivery, and expansion across a shared portfolio within a cross-functional pod. The role requires managing and coaching a team of Customer Success Managers and Renewals Managers while partnering equally with the Director of Sales to form a unified go-to-market engine. Candidates will be responsible for forecasting renewals, designing territories, monitoring portfolio health, and acting as an executive sponsor on high-stakes client accounts. Additionally, the individual will drive AI tool adoption, co-create quarterly business reviews, and cultivate a performance-oriented team culture.
This role suits leaders with background in customer success management, commercial forecasting, and cross-functional collaboration within a business-to-business SaaS environment. Working arrangements require employees to work from their local office an average of two days per week.
Responsibilities
- Manage the pod's renewal forecast, track week-over-week progress, and maintain forecast accuracy.
- Design pod territories in collaboration with the Sales Pod Leader and RevOps to optimize customer coverage.
- Monitor portfolio health by tracking adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong.
- Lead renewal strategies, set negotiation timelines, and maintain personal accountability for gross retention rates.
- Coach Customer Success Managers and Renewals Managers through regular one-on-one sessions and performance evaluations.
- Act as an executive sponsor and senior point of contact for complex escalations and high-stakes accounts.
- Partner with the Sales Pod Leader to manage the customer lifecycle seamlessly from acquisition to expansion.
- Co-create go-to-market play roadmaps and quarterly plans to prioritize customer segments.
- Drive AI tool adoption and build AI-enabled workflows across the pod team.
- Co-present quarterly business reviews covering sales, customer success, and account health dimensions.
Requirements
- Demonstrated experience as a customer success leader with direct responsibility for retention outcomes, gross retention rates, and team performance.
- Experience managing and delivering renewal forecasts, including tracking movement and risk factors.
- Deep understanding of customer success methodology, LAER frameworks, and value-based customer engagement in business-to-business SaaS environments.
- Proven ability to coach and develop customer success professionals.
- Commercial expertise in handling renewal negotiations, expansion conversations, and executive-level customer escalations.
- Experience collaborating cross-functionally with sales, people science, implementation, support, and RevOps teams.
Qualifications
- Strong coaching and people leadership abilities focused on building accountability and talent development.
- Senior leadership presence and communication skills suitable for high-stakes customer interactions and stakeholder alignment.
- Data fluency and proficiency with software tools such as Vitally, Salesforce, and Gong.
Core Skills
Benefits
- Equity through the Employee Share Option Program
- Learning programs and coaching
- Quarterly refresh days and an extended end-of-year break
- Monthly allowance for wellbeing and lifestyle support
- Inclusive parental leave from day one
- MacBook and home workspace setup budget
- Five annual social impact days
- Medical insurance coverage for employees and their families
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary for the Director, Customer Experience role?
The estimated On Target Earnings salary range for this position is USD 200,000 to 240,000 per year, with additional components such as equity and benefits.
Where is this job located and what is the work arrangement?
The position is based in San Francisco. Employees are asked to work from their local Culture Amp office an average of two days per week.
What employment type is this role?
This is a full-time employment opportunity.
How are accommodations handled during the application process?
Candidates requiring reasonable accommodations due to a disability can contact accommodations@cultureamp.com to request assistance.
Sample Interview Questions
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