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 serve as the executive sponsor on high-stakes accounts, drive adoption goal-setting, and manage team performance. This is a unique opportunity to make a significant impact on the success of our customers and the growth of our company.

• 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, providing coaching and development to build capability and drive accountability.
• Owning the pod's renewal forecast, maintaining forecast integrity, and translating inputs into a dependable, consistent number that leadership can rely on.

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