Customer Success Manager, Commercial at Culture Amp in Remote

Summary: 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. The Customer Success Manager (CSM), Commercial acts as a strategic partner for a portfolio of 75–80 commercial customers, owning customer relationships and driving retention, expansion, and long-term value realization. Responsibilities: - Own and manage a portfolio of 75–80 accounts, driving retention, renewal, and value realization - Build and execute Success Plans aligned to customer business objectives - Deliver data-driven Executive Strategy Reviews that link platform usage to business impact - Identify early risk signals, develop mitigation plans, and lead recovery conversations to prevent churn - Navigate high-stakes and difficult conversations with executive presence and professionalism - Drive product adoption by connecting platform capabilities to customer goals and use cases - Monitor usage and account health data to proactively address adoption or engagement risks - Collaborate cross-functionally with Sales, Renewals, Support, People Science, and Services to deliver a unified customer experience - Leverage AI and systems of record to synthesize insights, document key moments, and scale impact - Gather and act on feedback from customers and peers to continuously improve outcomes Required Qualifications: - 1–3 years of experience in Customer Success, Account Management, or a related client-facing role in a fast-paced SaaS environment, with proven ability to manage a high-volume book of business - Strong strategic communication and executive presence, able to influence stakeholders through clear, data-backed storytelling and confidently navigate high-stakes or difficult conversations - A proactive, ownership-driven mindset with demonstrated success identifying risk, driving mitigation plans, and protecting retention while uncovering expansion opportunities - Deep platform, data, and AI fluency, using usage insights and tooling to drive adoption, value realization, and scalable customer impact - Exceptional prioritization and operational rigor, balancing competing demands while collaborating cross-functionally to deliver outcomes Required Skills: Customer Success Management, Data-Driven Strategy, SaaS Experience Important Skills: Strategic Communication, AI Fluency Nice-to-Have Skills: Operational Rigor, Proactive Mindset, Cross-Functional Collaboration Benefits: 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 help 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 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)