Customer Success Manager, Commercial

Join us on our mission to make a better world of work. 

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.

For more information visit cultureamp.com.

Who are we looking for? 

You are deeply curious and passionate about people and culture. At heart, you're what we call a ‘People Geek’. Culture Amp is looking for exceptional, team-oriented people interested in working within a close-knit customer team that builds effective relationships with hundreds of the world's most innovative companies.

You enjoy the idea of managing the end-to-end experience of every customer, from the moment they sign up to the point at which they are singing our praises to anybody who will listen. You revel in the idea of helping customers to plan, design, launch, analyse and communicate survey results. You're confident in your ability to creatively solve customer problems. You get a kick out of working closely with customers, and you'll make sure that they are in love with us every time a renewal comes around. And you'll constantly be thinking about ways in which we can improve our product and the processes we use to deliver it.

We'll teach you everything we have learned about people ops, organisational development, survey design and analytics — but your experience in these areas will help you to hit the ground running. And any experience you have working with SaaS platform customers, especially in the HR space, will come in handy.

The Opportunity at Culture Amp

We are looking for a Mid-Market Customer Success Manager to help scale the business impact of People and Culture across 100s of companies in EMEA up to 1,000 employees via adoption of the Culture Amp platform.

This Customer Success role offers a fantastic opportunity to contribute to our mission by driving high impact product adoption and ultimately customer outcomes across the EMEA region.

How you’ll spend your time:

The main goals of CS are: customer retention (north star objective), risk identification & mitigation, product adoption, customer advocacy, and expansion.

In order to achieve those goals, CSMs will focus on:

1. Value realization & management
1. Supporting customers to achieve their strategic objectives and goals with CA through their adoption, and ongoing use of CA through strategic conversations with customers
2. Ongoing Book of Business (BoB) maintenance & management 
2. Building strong customer partnerships where the CSM is a trusted advisor 
3. Project management and guidance - being a strong natural leader that shepherds and enables customers through survey or performance cycle successfully and helps support a great customer experience
4. Cross-functional collaboration to prepare for customer meetings, activity, set other functions up for success etc
5. leveraging a commercial mindset, getting curious with customers to surface opportunities for commercial team  
6. Investing and driving own growth & development - leveraging what CA offers and also exploring personal growth areas
7. Supporting customer advocacy - identifying, nurturing and supporting the construction of customer stories to amplify to our community 

What would you bring to Culture Amp:

• Background in a Product Specialist, Implementation Specialist or Customer Success role at a SaaS company is highly preferred
• Experience within Industrial-Organisational Psychology or HR/Business Analytics is advantageous
• Experience supporting small-medium sized organisations of up to 1,000 employees
• Passion for working with key stakeholders to deliver great experiences
• Warm, positive attitude and strong empathy to help guide customers
• Proficiency with tools such as Slack, Zendesk, HubSpot, Trello, and a variety of others

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are: 

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only) 

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. 

We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!

Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it. 

 

 

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.