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. What you will do • 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. What you bring • 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. • A track record of owning GRR and NRR while balancing customer outcomes with commercial accountability. • Strong executive communication skills and the ability to lead data-informed, value-based conversations. • A proactive approach to risk management, strong customer and product curiosity, and sound judgment in high-stakes situations. • The ability to collaborate effectively across functions and operate with high accountability in a pod-based model. • Comfort using AI as a practical tool to synthesize information, improve prioritization, and increase the quality and consistency of customer engagement. 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. 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) $131,000-$150,000 USD Perks & Benefits At Culture Amp, our people are at the heart of our success. We offer competitive pay and a total rewards package designed to support you at work and in life. This includes: • Equity through our Employee Share Option Program, so you can share in our long-term success • Learning programs and coaching to help you thrive and grow • Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle • Inclusive parental leave from day one • A MacBook and budget to set up your home workspace, enabling flexibility • Five annual social impact days to to give back to causes that matter to you • Medical insurance coverage for you and your family (Available for US & UK only) Our rewards are designed to support different needs and life stages, recognising that what matters most can vary from person to person. 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.