Senior Customer Success Manager

About the role

Culture Amp is seeking a Senior Customer Success Manager to oversee a portfolio of Enterprise clients. You will drive retention and growth by partnering with internal teams to deliver strategic value and proactive account management.

Key facts

What you'll do

• Manage a portfolio of 70-85 single-product Enterprise accounts totaling $3.5M in ARR.
• Collaborate within a GTM pod model alongside Sales and Renewal Managers to handle the full revenue lifecycle.
• Maintain GRR and NRR through executive strategy reviews and adoption planning.
• Facilitate high-level discussions with CHROs and CPOs to align platform usage with business goals.
• Execute automated, digitally-led customer experience motions to ensure consistency across your book.
• Identify and mitigate account risks, such as sponsor turnover or stalled adoption.
• Utilize AI tools to streamline account planning and prioritize strategic engagement.
• Maintain accurate account data in Vitally and contribute to internal playbooks.

Requirements

• Experience managing Enterprise or scaled B2B SaaS portfolios.
• Proven ability to own GRR and NRR targets.
• Strong executive communication skills for value-based, data-informed conversations.
• Ability to work effectively in a pod-based, cross-functional environment.
• Proficiency in using AI tools to synthesize information and improve engagement quality.
• Willingness to work from the local Chicago office an average of 2 days per week.

Nice to have

• Previous experience in HR tech.

Skills & tools

• Vitally
• AI-enabled workflows
• Enterprise account management
• Data analysis and reporting

Practical notes

• Compensation includes base salary, equity through the Employee Share Option Program, and benefits.
• Benefits include medical insurance for you and your family, learning and coaching programs, quarterly refresh days, an extended end-of-year break, a monthly wellbeing allowance, inclusive parental leave, and five annual social impact days.
• You will be provided with a MacBook and a home office setup budget.
• For disability-related accommodations during the application or interview process, contact accommodations@cultureamp.com.
• Culture Amp retains applicant data for four years in the US.