Culture Amp
Senior Customer Success Coach
Culture Amp, the world’s leading employee experience platform, is looking for a
Senior Customer Success Coach .
The role focuses on driving customer success, mitigating churn, and fostering strategic partnerships across complex organizations.
Responsibilities
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 that link platform usage to value realization.
Secure participation from senior decision‑makers and influence executive stakeholders during high‑stakes conversations.
Partner cross‑functionally with Renewals, Sales, and People Science to unify messaging and unlock adoption or expansion opportunities.
Orchestrate the end‑to‑end customer journey by deploying internal experts such as Trainers, Implementation Managers, and People Science.
Own your book of business, identify early risk signals, and raise comprehensive mitigation plans.
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.
Connect platform knowledge to specific customer business challenges, 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 new feature launches and certifications, proactively sharing relevant updates and pilots with customers.
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 capture critical moments in the customer journey.
Coaches and mentors peers on proactive risk management, escalation handling, and product fluency to elevate team capacity.
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, championing customer insights to shape feature development.
Qualifications
Strategic communication and influence: co‑create solutions with customers using data‑backed narratives.
Executive alignment: communicate a unified value story to budget decision‑makers, securing renewal and expansion commitments.
Risk mitigation and churn prevention: identify root causes of retention risk and propose strategic interventions.
Commercial growth: identify and document expansion opportunities by aligning platform capabilities with evolving customer needs.
Product and expertise: mastery of the platform and curiosity for new workflows to solve non‑standard challenges.
Customer expectation management and responsiveness: prioritize time and deliver timely resolutions with a solution‑oriented approach.
Data storytelling and AI utilization: demonstrate proficiency in leveraging AI and analytical platforms.
Scale and organizational impact: codify personal mastery into scalable frameworks that improve team performance.
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 oversight.
Strong history of achieving high Gross Revenue Retention (GRR) through proactive risk identification and data‑driven insights.
Benefits
Employee Share Options Program.
Programs, coaching, and budgets to help you thrive personally and professionally.
Access to external providers for mental wellbeing and coaching support.
Monthly Camper Life Allowance.
Team budgets for team‑building activities.
Quarterly wellbeing pauses.
Extended year‑end breaks.
Extended parental leave and in‑work support program.
Five Social Impact Days a year.
MacBooks and home‑office budget.
Medical insurance coverage for US & UK.
Salary Base Salary Range (US): $125,000 – $140,000 USD.
Additional components include equity and benefits; for sales roles a commission may also apply.
Equal Opportunity Statement We believe in fair & equitable pay at Culture Amp and conduct annual pay equity audits. We are committed to diversity, equity, inclusion, and anti‑racism.
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.
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. For further information please see our privacy policy here or contact privacy@cultureamp.com.
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Senior Customer Success Coach .
The role focuses on driving customer success, mitigating churn, and fostering strategic partnerships across complex organizations.
Responsibilities
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 that link platform usage to value realization.
Secure participation from senior decision‑makers and influence executive stakeholders during high‑stakes conversations.
Partner cross‑functionally with Renewals, Sales, and People Science to unify messaging and unlock adoption or expansion opportunities.
Orchestrate the end‑to‑end customer journey by deploying internal experts such as Trainers, Implementation Managers, and People Science.
Own your book of business, identify early risk signals, and raise comprehensive mitigation plans.
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.
Connect platform knowledge to specific customer business challenges, 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 new feature launches and certifications, proactively sharing relevant updates and pilots with customers.
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 capture critical moments in the customer journey.
Coaches and mentors peers on proactive risk management, escalation handling, and product fluency to elevate team capacity.
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, championing customer insights to shape feature development.
Qualifications
Strategic communication and influence: co‑create solutions with customers using data‑backed narratives.
Executive alignment: communicate a unified value story to budget decision‑makers, securing renewal and expansion commitments.
Risk mitigation and churn prevention: identify root causes of retention risk and propose strategic interventions.
Commercial growth: identify and document expansion opportunities by aligning platform capabilities with evolving customer needs.
Product and expertise: mastery of the platform and curiosity for new workflows to solve non‑standard challenges.
Customer expectation management and responsiveness: prioritize time and deliver timely resolutions with a solution‑oriented approach.
Data storytelling and AI utilization: demonstrate proficiency in leveraging AI and analytical platforms.
Scale and organizational impact: codify personal mastery into scalable frameworks that improve team performance.
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 oversight.
Strong history of achieving high Gross Revenue Retention (GRR) through proactive risk identification and data‑driven insights.
Benefits
Employee Share Options Program.
Programs, coaching, and budgets to help you thrive personally and professionally.
Access to external providers for mental wellbeing and coaching support.
Monthly Camper Life Allowance.
Team budgets for team‑building activities.
Quarterly wellbeing pauses.
Extended year‑end breaks.
Extended parental leave and in‑work support program.
Five Social Impact Days a year.
MacBooks and home‑office budget.
Medical insurance coverage for US & UK.
Salary Base Salary Range (US): $125,000 – $140,000 USD.
Additional components include equity and benefits; for sales roles a commission may also apply.
Equal Opportunity Statement We believe in fair & equitable pay at Culture Amp and conduct annual pay equity audits. We are committed to diversity, equity, inclusion, and anti‑racism.
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.
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. For further information please see our privacy policy here or contact privacy@cultureamp.com.
#J-18808-Ljbffr