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Senior Customer Success Coach

Chicago, IL

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.

How you can help make a better world of work

The Senior CSM leads the customer’s strategic journey, translating platform capabilities into measurable business outcomes. They proactively mitigate churn risk and drive expansion by shaping executive perspectives and fostering a culture of continuous value realization across their book of business.

What You Bring to Our Camp

Strategic Partnership and Executive Influence:

  • Drive the customer's strategic journey by building Success Plans to ensure alignment with business objectives. 
  • Deliver high-quality Executive Strategy reviews using data-backed narratives and storytelling that links platform usage to value realization. 
  • Consistently secure participation from and influence senior decision-makers, maintaining composure and professional trust during high-stakes or difficult conversations. 
  • Cross-functional partnership with Renewals, Sales, and People Science to ensure unified messaging and to unlock adoption or expansion opportunities. 
  • Orchestrate the end-to-end customer journey by strategically deploying internal experts, including Trainers, Implementation Managers, and People Science, to accelerate value realization and product adoption

Proactive Risk Mitigation and Churn Prevention

  • Own your book of business by independently identifying early risk signals and raising comprehensive mitigation plans. 
  • Proactively monitor account health to ensure a zero surprise churn rate through early risk flagging and recovery actions. 
  • Formulate and lead multi-team collaboration strategies to resolve risks to retention and adoption goals. 

Product Expertise and Adoption

  • Connect platform knowledge to specific customer business challenges or objectives, guiding them toward measurable impact and value realization. 
  • Use usage data to identify adoption risks early and create actionable plans to deepen platform usage. 
  • Stay current on all new feature launches and certifications, proactively sharing relevant updates and pilots with customers. 

System Excellence and AI

  • Leverage AI tools (e.g. Gemini, Gong, Glean) to synthesize meeting insights, analyze customer sentiment, and refine engagement strategies. 
  • Ensure systems of record (e.g. Vitally) are updated to effectively capture and document critical moment in the customer journey. 

"Amplify Others" Value

  • The Sr. CSM coaches and mentors peers on proactive risk management, escalation handling, and product fluency to elevate team wide-capability. 
  • Convert customers into strategic advocates by facilitating peer-to-peer networking, and securing participation in case studies or events.
  • Act as a trusted internal consultant by championing customer insights to shape feature development. 

Key Qualifications:

  • Strategic Communication and Influence: Acts as a strategic partner to co-create solutions with customers, using tailored, data-backed narratives to drive adoption, renewals, and strategic commitment, while maintaining executive presence in high-stakes situations.
  • Executive Alignment: Use multi-threaded relationships to communicate a unified value story, ensuring that the ROI of the platform is understood by those controlling the budget, thereby securing long-term renewal and expansion commitments
  • Risk Mitigation and Churn Prevention: Exhibits high cognitive agility by moving beyond surface-level symptoms to deconstruct business and people-data issues into their root causes. Leverages quantitative and qualitative signals to anticipate complications, formulating strategic interventions that neutralize risks before they escalate. 
  • Commercial Growth: Proactively identifies and documents expansion opportunities by connecting platform capabilities to evolving customer business needs. Partners cross-functionally to contribute to the NRR (Net Revenue Retention) pipeline through persuasive influence and strategic storytelling.
  • Product and Expertise: Combines platform mastery with a curiosity for new workflows to solve non-standard customer challenges. Analyzes industry trends and competitor strategies to deliver strategic recommendations that reinforce Culture Amp as a critical business partner.
  • Customer Expectation Management and Responsiveness: Effectively prioritizes time and customer needs to drive timely resolutions, maintain organized customer records, anticipate future needs using data, and operate independently with a solution-oriented approach during peak or ambiguous situations.
  • Data Storytelling and AI Utilization: Demonstrates technical proficiency in leveraging AI and analytical platforms to transform data into actionable engagement strategies. 
  • Scale and Organizational Impact: Acts as an organizational architect by codifying personal mastery into scalable frameworks that improve the collective performance of the CS team. 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’).

What you bring

  • 3+ years of experience as a Customer Success Manager in a SaaS environment
  • Proven track record of influencing and partnering with senior executive stakeholders within complex organizations
  • Demonstrated ability to drive product adoption and measurable customer outcomes
  • Experience independently managing a diverse book of business with minimal leadership oversight
  • Strong history of achieving high Gross Revenue Retention (GRR) through proactive risk identification and data-driven insights

For this role, the estimated base salary range is listed below. In addition to base salary, your compensation package will include additional components such as equity and benefits. For sales roles, your package may also include sales commission

The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role. 

We believe in fair & equitable pay at Culture Amp, and therefore, we build pay equity into all our programs in addition to conducting annual pay equity audits. 

Base Salary Range (US)

$125,000 - $140,000 USD

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.

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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!

If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding roles in Germany). These questions are completely optional, but your participation truly helps. By sharing this anonymous information, you support our efforts to build a more inclusive and equitable hiring process—and help us hold ourselves accountable to that commitment. Your responses are entirely confidential and will not impact hiring decisions.

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. Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact privacy@cultureamp.com.

 

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