Director of Customer Success

Join Culture Amp, a leading employee experience platform, as the Director of Customer Success. In this role, you will drive customer value, retention, and expansion across a shared book of business. You will lead a team of Customer Success Managers and Renewals Managers, manage portfolio health, and own the renewal forecast. You will also coach your team, serve as the executive sponsor on high-stakes accounts, and drive adoption goal-setting. This is a unique opportunity to make a significant impact on our customers and the company as a whole.

• Driving customer value, retention, and expansion across a shared book of business within a cross-functional pod.
• Leading a team of Customer Success Managers and Renewals Managers with a focus on coaching, development, and performance management.
• Owning the pod's renewal forecast, maintaining forecast integrity, and translating inputs into a dependable, consistent number.

• Demonstrated ability to work through ambiguity and lead a team through change, evolving models, or new ways of working
• Commercial confidence, comfortable navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalations
• Proven ability to coach and develop CS practitioners into high-performing strategic advisors
• Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps to drive customer outcomes
• Experience owning and delivering a renewal forecast, including speaking to movement, risk, and the specific actions driving the result
• Deep understanding of CS methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment
• Demonstrated success as a Customer Success leader, with direct accountability for GRR, renewal outcomes, and a team's performance against retention and adoption goals
• Data fluency, proficiency with Vitally, Salesforce, and Gong (or equivalent) to diagnose risk and drive team performance
• Strong coaching and people leadership capabilities, with the ability to build accountability and develop talent
• Alignment with Culture Amp values and behaviors
• Senior leadership presence and communication skills required for high-stakes customer moments and internal stakeholder alignment
• 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