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Culture AmpSenior Customer Success Manager, Commercial
Culture Amp is seeking a Senior Customer Success Manager to join its team in Chicago on an on-site basis. The employer operates a leading employee experience…
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About This Role
Culture Amp is seeking a Senior Customer Success Manager to join its team in Chicago on an on-site basis. The employer operates a leading employee experience platform utilized by over 6,000 companies globally, powered by people science and comprehensive employee datasets. In this full-time role, the successful candidate will partner with named commercial mid-market clients, generally ranging from 400 to 1,000 employees, across the performance and employee experience platform. The…
Job Description
Culture Amp is seeking a Senior Customer Success Manager to join its team in Chicago on an on-site basis. The employer operates a leading employee experience platform utilized by over 6,000 companies globally, powered by people science and comprehensive employee datasets. In this full-time role, the successful candidate will partner with named commercial mid-market clients, generally ranging from 400 to 1,000 employees, across the performance and employee experience platform.
The position requires managing a broad portfolio of accounts to drive retention, adoption, and expansion goals while exceeding quarterly gross revenue targets. Professionals in this role act as strategic advisors to human resources and people leaders by constructing success plans, hosting executive reviews, interpreting metrics, and addressing customer escalations. Team members collaborate closely with cross-functional groups including renewals, account management, sales, product science, and support. The ideal applicant possesses strong data storytelling capabilities, consultative communication skills, and expertise in navigating client relationships to deliver tangible business outcomes.
Responsibilities
- Manage a designated portfolio of mid-market commercial accounts containing 400 to 1,000 employees while meeting quarterly gross revenue retention and growth goals.
- Develop success plans and facilitate quarterly business reviews with human resources leaders and chief people officers.
- Monitor product adoption metrics and health signals to identify expansion opportunities and address churn risks.
- Coordinate internal subject matter experts to guarantee smooth customer handoffs across sales, delivery, and support.
- Utilize artificial intelligence platforms such as Gemini, Gong, and Glean to analyze customer insights and sentiment.
- Record all significant client milestones, communications, and value tracking within systems of record like Salesforce and Vitally.
- Advocate internally for customer needs by sharing structured feedback with product and engineering departments.
Requirements
- Possess three to six years of professional background in account management or customer success within a SaaS environment.
- Demonstrate at least two years of direct accountability for revenue outcomes.
- Manage between 70 and 80 diverse mid-market accounts simultaneously.
- Show proven experience in churn mitigation and reversing at-risk client accounts through data-driven strategies.
Qualifications
- Demonstrate fluency with core employee engagement and performance products.
- Show proficiency in employing artificial intelligence applications to scale outreach and workflow.
Core Skills
Benefits
- Equity participation through an Employee Share Option Program
- Learning initiatives and coaching resources
- Quarterly refresh days alongside an extended end-of-year shutdown
- Monthly wellbeing and lifestyle financial allowance
- Inclusive parental leave starting from day one
- MacBook and home office setup budget
- Five annual social impact days for volunteer activities
- 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 location and work arrangement for this role?
The position is based in Chicago and requires working from the local Culture Amp office an average of two days a week.
What is the expected salary range for the Senior Customer Success Manager?
The estimated on-target earnings range is USD 120,000 to 150,000 per year, accompanied by equity and benefits.
What level of experience is required for applicants?
Candidates must have three to six years of customer success or account management experience within SaaS, with at least two years directly tied to revenue outcomes.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.