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Culture AmpSenior Customer Success Manager
Culture Amp operates an employee experience platform utilizing people science and a vast dataset to help over 6,000 corporate clients manage employee engagement, drive performance, and…
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About This Role
Culture Amp operates an employee experience platform utilizing people science and a vast dataset to help over 6,000 corporate clients manage employee engagement, drive performance, and build high-performing teams. The organization seeks a Senior Customer Success Manager to join the Enterprise Customer Success group in San Francisco. This full-time position operates on-site, requiring employees to work from their local office an average of two days a week. The role suits…
Job Description
Culture Amp operates an employee experience platform utilizing people science and a vast dataset to help over 6,000 corporate clients manage employee engagement, drive performance, and build high-performing teams. The organization seeks a Senior Customer Success Manager to join the Enterprise Customer Success group in San Francisco.
This full-time position operates on-site, requiring employees to work from their local office an average of two days a week. The role suits an inquisitive and commercially minded professional eager to help enterprise accounts achieve measurable outcomes. In this capacity, the incumbent partners within a cross-functional pod alongside Account Managers, Renewals Managers, Account Executives, and People Scientists to jointly oversee customer retention, growth, and adoption.
The person in this role applies a consultative approach to a large portfolio of enterprise accounts representing more than 1,000 users. Responsibilities include identifying early signs of risk, conducting strategic business reviews prior to renewal, connecting product metrics to business value, and developing proactive adoption plans. Candidates must possess commercial courage, solid judgment, diagnostic curiosity, and resourcefulness to build repeatable plays and utilize automation tools effectively.
Responsibilities
- Manage retention and growth for a portfolio of enterprise clients while sharing accountability for team results.
- Analyze data, health signals, and dashboards to prioritize daily efforts across a large book of business.
- Conduct strategic business reviews ahead of renewal to translate platform data into business value and ROI stories.
- Investigate underlying business problems to design proactive adoption plans that meet specific client needs.
- Identify risk indicators such as usage dips or sponsor changes early and coordinate collaborative save plans.
- Handle commercial discussions concerning pricing, expansion, and contraction risks alongside Account Managers.
- Establish relationships beyond single champions and mobilize cross-functional colleagues to drive client outcomes.
- Design repeatable plays and leverage automation and artificial intelligence to manage a growing portfolio.
Requirements
- Bring three or more years of experience in customer-facing roles with direct accountability for retention and growth.
- Demonstrate past success managing a portfolio of enterprise customers while owning net retention and gross retention metrics.
- Possess experience leading strategic dialogues with senior stakeholders and converting product data into actionable insights.
- Show a history of partnering with sales and renewals departments to protect and expand revenue.
- Display familiarity with customer relationship management and customer success applications.
- Utilize artificial intelligence tools in daily workflows for tasks such as preparation, risk detection, and context summarization.
Qualifications
- Gain advantage from background experience in human resources technology, human capital management, or adjacent software-as-a-service sectors.
Core Skills
Benefits
- Earnings opportunity through an estimated On Target Earnings range between USD 131,000 and 150,000 annually.
- Equity grants through the Employee Share Option Program.
- Access to learning programs and professional coaching.
- Quarterly refresh days and an extended end-of-year break.
- Monthly allowance dedicated to wellbeing and lifestyle support.
- Inclusive parental leave starting from day one of employment.
- MacBook and home workspace setup budget.
- Five annual social impact days for community volunteering.
- 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 remote work policy for this role?
This is an on-site position based in San Francisco. Employees are required to work from their local Culture Amp office an average of two days per week.
What is the compensation package for the Senior Customer Success Manager?
The estimated On Target Earnings range is USD 131,000 to USD 150,000 per year, supplemented by equity through the Employee Share Option Program, medical insurance, and various wellness benefits.
What level of experience is required to apply?
Candidates must have three or more years of experience in a customer-facing role with accountability for retention and growth, specifically managing a book of enterprise clients.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.