Senior Customer Success Manager (Commercial)

Join Culture Amp as a Senior Customer Success Manager, where you'll partner with Named Commercial (Mid-Market) customers to drive adoption, retention, and expansion outcomes across our Employee Experience and Performance platform. You'll be the strategic, post-sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action. This role requires a collaborative mindset, a customer-first approach, and a focus on outcomes.

• Gérer un portefeuille de clients commerciaux nommés, en étant responsable de l'adoption, de la rétention et de l'expansion des résultats.
• Établir des plans de réussite et diriger des revues stratégiques avec les leaders des ressources humaines, en alignant l'utilisation de la plateforme sur les objectifs commerciaux.
• Collaborer étroitement avec les équipes internes pour coordonner et soutenir les experts appropriés au bon moment, en assurant des transitions fluides entre les ventes et l'expérience client.

• Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action
• 3-6 years of experience in Customer Success or Account Management within SaaS, ideally with 2 years directly tied to revenue outcomes
• Proficiency in using AI tools to accelerate workflow, analyze customer sentiment, and scale personalized outreach across a large book of business
• Proven ability to manage 70-80+ diverse Mid‑Market accounts, driving adoption, retention, and expansion with clear, measurable outcomes
• Collaborative, deeply curious and have ownership mindset with demonstrated success working cross‑functionally to mitigate risk and drive growth
• Data storytelling: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions tied to business outcomes
• Drive multi-threaded and executive-level relationships and exercise strategic influence to drive customer commitment to new initiatives, product adoption, and renewal decisions
• Specific experience driving improvements across CS teams tied to team and customer outcomes
• Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps
• Excellent expectation‑setting, conflict management, and escalation handling; you’re comfortable resetting and aligning on a path forward
• Strategic Risk Identification & Churn Mitigation: Proven track record of identifying and reversing “at-risk” accounts by using data-driven signals and value realignment to secure long-term commitment

USD 120,000 - 150,000