Senior Customer Success Manager (Enterprise)

• We’re seeking a Senior Customer Success Manager to support our Enterprise customers (1,000+ users) through strategic partnership, proactive risk management, and value-led customer success
• Working within our new GTM pod model, you’ll partner closely with Sales and Renewals to align on account strategy, deliver a coordinated customer experience, and own customer outcomes
• Own a strategic Enterprise portfolio: Manage 40-55 Enterprise customers totalling $3.5M - $4M ARR, with accountability for retention, adoption, expansion, and clear book ownership
• Drive commercial outcomes: Manage GRR and NRR through bi-annual Executive Strategy Reviews, adoption planning, proactive risk management, and CSQL creation
• Identify and act on risk early: Drive risk mitigation plans with urgency and sound judgment, especially through moments like lost sponsors, stalled adoption, and changing customer priorities
• Lead strategic customer conversations: Connect customer priorities to measurable business value, strengthen executive relationships (CHROs, CPOs, etc.), and validate renewal intent
• Operate within the GTM pod model: Partner closely with Sales, Renewal Managers, and pod leaders in a co-led Sales and CX model that owns the full customer revenue lifecycle across adopt, expand, and renew
• Leverage automated plays: Use digitally-led customer motion and automation to surface opportunity and risk, and create consistency across your book
• Use AI to improve scale and focus: Use AI-enabled tools and workflows to prepare for customer conversations, surface insights, reduce manual work, and spend more time on strategic engagement
• Improve the system and raise the bar: Maintain strong account hygiene in Vitally and related tools, share customer feedback, and contribute ideas and playbooks that strengthen our broader CX and GTM practice
• After 3 months, you’ll:
• Independently own GRR and NRR across your Enterprise book of business
• Work effectively within your GTM pod and contribute to coordinated account strategy across adopt, expand, and renew
• Deliver key customer moments with strong preparation, value-led storytelling, and clear follow-through
• Proactively manage customer health, adoption, and risk across your accounts using DLCX and scaled workflows where appropriate
• Build strong product knowledge and connect Culture Amp’s platform to customer goals
• Use AI-supported workflows to streamline account planning, uncover customer signals, and improve the consistency of book management

Benefits

• MacBooks for you to do your best work
• Share Options - it’s important to us that everyone is an owner and can share in our success
• Medical insurance - for you and your family so you can feel safe in these uncertain times
• Excellent parental leave and in work support programme, - for those families to be
• Flexible working schedule - where we can, let’s make work, work for you
• Fun and inclusive digital, and (in the future) in-person events
• Work from home opportunities- Ideally 3 years+ of experience in enterprise customer success or account management roles, with a focus on AI-forward solutions and experience in driving adoption, change management, and executive stakeholder engagement
• The ability to collaborate effectively across functions and operate with high accountability in a pod-based model
• A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations
• Strong executive communication skills and the ability to lead data-informed, value-based conversations
• A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability
• Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement
• Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don’t meet every requirement, but your unique experience matters. If you’re interested in joining us, we strongly encourage you to apply and help us build a more diverse and impactful team