Senior Customer Success Manager, Enterprise

About the role

Culture Amp is seeking a Senior Customer Success Manager for its Enterprise team to help large organization clients achieve meaningful outcomes with the employee engagement platform. In this role, you will serve as the primary trusted advisor for assigned enterprise accounts, guiding customers through onboarding, adoption, and long-term value realization. You will collaborate closely with internal teams including product, sales, and support to ensure clients receive consistent, high-quality guidance throughout their entire journey with the platform. Your work will directly impact customer retention, satisfaction, and the overall success of Culture Amp's enterprise relationships. You will also play a key role in helping customers unlock the full value of employee feedback data to drive meaningful organizational improvement.

Key facts

What you'll do

• Manage a portfolio of enterprise accounts, ensuring each client achieves their desired business outcomes using the Culture Amp employee engagement platform.
• Develop and execute tailored account plans that align customer goals with the capabilities of the employee engagement solution.
• Conduct regular business reviews with stakeholders to track progress, identify expansion opportunities, and address any concerns proactively.
• Partner with the sales team during contract renewals and upsell conversations to strengthen account relationships and drive growth.
• Coordinate onboarding sessions and training workshops to help new customers integrate the platform into their existing workflows.
• Gather and synthesize customer feedback to inform product improvements and communicate feature requests to the appropriate internal teams.
• Monitor account health metrics and usage patterns to detect early warning signs of churn or dissatisfaction.
• Serve as the voice of the customer within the organization, advocating for their needs in cross-functional meetings.
• Build strong relationships with executive sponsors and key decision-makers at each enterprise client organization.
• Collaborate with the support team to resolve complex technical issues and ensure timely, satisfactory resolutions.
• Create and maintain detailed documentation of account strategies, meeting notes, and success plans for each enterprise client.
• Identify and pursue expansion opportunities within existing accounts by understanding evolving customer needs over time.

Requirements

• Proven experience managing enterprise-level accounts, typically 5 or more years in a senior customer success or account management capacity.
• Demonstrated track record of retaining and growing key accounts, with measurable results in renewals and expansion.
• Strong understanding of SaaS platforms and the customer lifecycle, from initial onboarding through long-term adoption.
• Excellent written and verbal communication skills, with the ability to present clearly to both technical and executive audiences.
• Ability to manage multiple accounts simultaneously while maintaining attention to detail and a high standard of service.
• Bachelor's degree or equivalent practical experience in business, communications, or a related field.
• Experience working with HR technology or employee engagement tools is highly valued.
• Self-directed and organized, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

Nice to have

• Prior experience working in the human resources or people analytics space.
• Familiarity with data analytics and the ability to interpret engagement survey results for clients.
• Background in consulting or advisory roles, particularly within the HR or organizational development sector.
• Experience presenting to C-suite executives and influencing strategic decisions at client organizations.

Skills & tools

• Proficiency with customer relationship management platforms such as Salesforce or HubSpot.
• Experience with data visualization tools like Tableau or Looker to create client-facing reports.
• Strong command of Microsoft Office Suite, particularly Excel and PowerPoint for presentations and analysis.
• Familiarity with project management tools such as Asana, Monday.com, or Jira to track account activities.
• Comfort with video conferencing platforms including Zoom, Microsoft Teams, or Google Meet for remote client interactions.
• Knowledge of employee engagement survey methodologies and best practices in people analytics.

Practical notes

• This role is based in Austin, with the expectation of working from the office on a regular basis as part of the local team.
• Candidates should be prepared to travel occasionally for in-person client meetings, conferences, or company events.
• The position reports to a manager within the Enterprise Customer Success organization at Culture Amp.
• The hiring process includes multiple interview rounds, typically involving a recruiter screen, a hiring manager conversation, and a case study or presentation exercise.