Senior Customer Success Manager, Enterprise

What You Bring to Our Camp

Culture Amp is a fast growth organization and you’ll be expected to learn quickly and be accountable for the success of your customers. 

• To get there, you’ll bring a strong passion for collaborating with and helping others be successful, be it your customers or teammates.
• You will get creative with solutions, demonstrate perseverance, as well as work with others to achieve a lot more than you could on your own.  
• Your life experiences and knowledge will be unique, you’ll be encouraged to participate and bring diversity of thought to Culture Amp. 
• Your background could be in a customer-facing role at a SaaS company such as Customer Success, Support, Account Management, or even first-hand experience in a HR, which would mean you are able to build empathy and become a trusted advisor to your customers.  

Your role at Culture Amp..

• Partner with our Enterprise customers (1K+ employees) to advance their employee feedback & performance strategy.
• Leading strategic conversations with a customer and their Executive team (CPOs, Heads of People, Org Development etc) alongside a People Scientist or Account Manager, by leveraging your knowledge of key People and Culture topics to advise companies on their people strategies.
• Facilitate effective conversations and uncovering a customer’s needs and scoping the appropriate survey configuration and coaching their project management to ensure that they’re successful
• Proactively drive product adoption, retention and ultimately business outcomes across our Enterprise customers.
• Enabling customers in using the platform and more broadly, the domain of people and culture
• Freedom to plan your meetings and build customer value based on your own approach and strategy (with support and guidance).
• Ensure customer success with collaboration of Product Support, Account Management, People Science, Marketing & Product.
• Resetting expectations with customers, by having challenging conversation, when appropriate.
• Access to world class CS Tools, such as collaborative email tool, a dedicated Customer Success management tool, CRM, Zoom, Slack and G-Suite.
• Nurturing and tracking renewal success and customer value in the CRM, and connecting with peers and being someone who communicates openly and tracks relevant information.
• Advance customer voice by providing feedback to the Product and Engineering team on where we can improve the platform to better solve our customers challenges.
• Contributing and leading continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e. be a 'Learn-it-all' not a 'Know-it-all’).

After 3 months you’ll:

• Take ownership of your own Book of Business of key Enterprise customers in the US, working collaboratively in our local Enterprise Customer Success team to ensure a smooth launch & ongoing high quality customer experience for our strategic customers
• Facilitate delivery of key customer journey points (Partnership Kick-Off, Feedback Strategy Review (Business Reviews), Project Meetings, Trainings etc)
• Have learned the core elements of the product (employee feedback, performance & development)
• Built internal relationships crucial to the successful delivery and retention of accounts, across customer and product teams
• Be contributing to and collaborating on projects, such as partnering with other teams to support with our growth