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Senior Customer Success Manager, Commercial New Melbourne
vor 30 Minuten
Senior Customer Success Manager, Commercial Melbourne 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 recognised as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company. How you can help make a better world of work We’re looking for a Senior Customer Success Manager to partner with our Named Commercial (Mid‑Market) customers to drive adoption, retention, and measurable outcomes across Culture Amp’s Employee Experience and Performance platform. You’ll be the strategic, post‑sale partner to People & Culture leaders, building success plans, leading executive strategy reviews, and translating people science insights into action. This Senior role manages a broad book of business, collaborates cross‑functionally with Account Management, Renewals, People Science, Customer Trainers, Implementation, and Support, and advocates for the customer voice to influence our roadmap. You’ll thrive here if you’re a people geek at heart, adept at data storytelling, and energized by helping customers turn strategy into sustained results. Own a book of Named Commercial (Mid‑Market ~400‑1,000 employees) customers and drive adoption, value realisation, and retention across the portfolio. Build Success Plans, lead Partnership Kick‑offs, and run regular Executive Strategy Reviews with HR leaders (CPOs/Heads of People), aligning platform use to business and people goals. Proactively monitor product usage and health to identify risks and opportunities; create and execute mitigation and growth plans in partnership with Account Management and Renewals. Enable customers on Culture Amp and the broader people & culture domain; deliver strategic guidance and semi‑custom content that accelerates adoption and outcomes. Coordinate the right internal experts (Implementation, Trainers, People Scientists, Support) at the right moments; ensure seamless hand‑offs and delivery against plan/SOW. Document key moments and decisions in our system of record (e.g., Vitally/Salesforce), track value and renewal progress, and communicate clearly and often. Coach customers through challenging conversations, set realistic expectations, and resolve escalations in partnership with internal leaders. Advocate for customers internally by sharing insights and structured feedback to Product and Engineering to improve experience and outcomes. Contribute to continuous improvement initiatives across CS; be a “learn‑it‑all,” sharing playbooks, insights, and scalable practices with the team. Confidently run customer kick‑offs, strategy reviews, project check‑ins, and trainings; manage renewal motions in collaboration with AM/Renewals. Demonstrate working fluency in Culture Amp’s core products (Engagement, Performance, Development & AI Coach) and common Mid‑Market use cases. Have strong internal relationships across Customer and Product teams and be contributing to team projects that uplevel our craft. Senior‑level experience in Customer Success or Account Management within SaaS. Proven ability to manage a large, diverse Mid‑Market book of business, driving adoption, retention, and expansion with clear, measurable outcomes. Strength in building executive‑level relationships and leading strategic conversations with senior stakeholders. Data storytelling skills: you can translate usage data, benchmarks, and people insights into clear narratives and recommended actions. Excellent expectation‑setting, conflict management, and escalation handling; you’re comfortable resetting and aligning on a path forward. Disciplined systems hygiene and portfolio management; you keep systems of record current and communicate status, risks, and next steps. Collaborative mindset with demonstrated success working cross‑functionally (Support, Implementation, Training, People Science, Product, AM/Renewals). A people geek: deeply curious about people & culture, eager to learn fast, and motivated by customer outcomes. Consultative, empathetic, and persuasive—able to tailor your message from admins to executives and inspire action. A learn‑it‑all who shares openly, improves playbooks, and helps elevate the CS profession at Culture Amp. 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 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 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). We have a strong commitment to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. We have a strong commitment to Anti‑Racism, and endeavour 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. Culture Amp is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, colour, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. #J-18808-Ljbffr
