Manager, Commercial Customer Success

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

We are seeking a highly motivated and experienced Manager of Customer Success to join our dynamic team at Culture Amp. As the Manager of Customer Success, you will lead a team responsible for driving customer adoption, satisfaction, retention, and ultimately sustainable growth. 

You will play a key role in ensuring our customers achieve their desired outcomes through the effective use of our platform and services. Your expertise in Customer Success, team leadership, commercial leadership, and deep understanding of our customers’ needs will contribute to the growth and success of our organization. 

In this mission-critical role, you will:

• Lead an established team of Customer Success Coaches, both as a team and 1:1, providing guidance, coaching, and mentorship to ensure their success in achieving their individual and team goals
• Foster a culture of collaboration and knowledge sharing by actively engaging with colleagues and contributing to cross-functional initiatives
• Develop and implement performance management processes, including goal setting, feedback, coaching, and career & skill development
• Support the growth and development of team members through training, skill development, and mentoring opportunities
• Advocate for customer needs and requirements within internal discussions, both within the practice and cross-functionally, to enhance the customer experience and shape our roadmap
• Collaborate with cross-functional teams, such as Sales, Account Management, People Science, Product and Product Support to drive positive customer outcomes
• Share customer insights, challenges, and success stories with relevant internal stakeholders to drive alignment and improve overall customer experience, working closely with the Director of Customer Success
• Handle customer escalations and resolve issues promptly and effectively, ensuring customer satisfaction and retention
• Monitor the health of your team’s book of business, including account hygiene, customer health, adoption and engagement
• Communicate regularly with the P&E team to provide updates, share insights, and collaborate on initiatives
• Recognise and celebrate accomplishments and milestones of the team, fostering a culture of appreciation and motivation

You have:

• 3-5 years of proven experience in a Customer Success role, preferably in SaaS
• Strong theoretical and practical knowledge of Customer Success best practices and methodologies
• Excellent communication and relationship building skills, with the ability to engage with both technical and non-technical stakeholders
• Analytical and curious mindset with the ability to leverage data to drive insights and decision-making
• Results-oriented mindset, with a focus on achieving positive and sustainable customer and business outcomes
• Strong project management and organizational skills, with the ability to manage multiple priorities simultaneously 

You are:

• A natural leader with a strong desire to grow your team and amplify the people around you
• Customer-centric and committed to delivering mutually beneficial outcomes
• Passionate about people, creating a better world of work, forming team identity, and driving positive change 
• High functioning in ambiguity and fast-paced growth environments

We believe that our employees are the heartbeat of our success. We're committed to