Senior Customer Success Manager, Commercial
Core
Senior Customer Success Manager partnering with Mid-Market commercial customers to drive adoption, retention, and expansion of the Employee Experience and Performance platform.
Role type
Senior IC Customer Success Manager (Commercial)
Builds
Customer success plans, QBRs, and strategic guidance for People & Culture leaders
Domain
SaaS / Employee Experience / People Analytics
Required skills
Strategic account management, churn mitigation, data storytelling, executive relationship building, risk identification, cross-functional collaboration, AI tool proficiency, portfolio management
Preferred skills
Experience with Culture Amp products, experience in US/UK markets
Technologies
Culture Amp, Vitally, Salesforce, Gemini, Gong, Glean
Responsibilities
Own a book of Mid-Market customers accountable for GRR and growth targets; Build Success Plans and drive QBRs with HR leaders; Proactively drive adoption by monitoring product usage; Enable customers on the platform and deliver strategic guidance; Coordinate internal experts for seamless handoffs; Leverage AI tools to synthesize insights; Document key moments in CRM; Coach customers through escalations; Advocate for customers internally to Product/Engineering; Contribute to continuous improvement initiatives
Seniority
Senior, hands-on IC
