Customer Success Manager - Commercial

$101,000 - $116,000/Yr

Culture Amp - Chicago, IL

Full-time - Mid Level

Remote - Chicago, IL

5,001-10,000 employees

About the position

The Customer Success Manager - Commercial at Culture Amp is responsible for establishing strategic partnerships with commercial customers to enhance their employee experience strategies. This role involves driving customer engagement, ensuring product adoption, and facilitating regular strategic discussions with key stakeholders. The manager will analyze customer usage, advocate for their needs, and collaborate with various teams to ensure customer success and satisfaction.

Responsibilities

• Establish a trusted and strategic advisor partnership with commercial customers to advance their employee experience strategy.
• Work with customers to identify and establish critical goals and priorities, supporting them in achieving these goals.
• Own overall relationships with customers to drive adoption, usage, retention, and advocacy.
• Facilitate regular strategic calls with CPOs, Heads of People, and CEOs to review Success Plan goals and progress.
• Analyze customer usage to uncover or develop expansion and upsell opportunities.
• Enable customers in using the platform and the domain of people and culture.
• Advocate internally for customer needs, collaborating with the Product team.
• Partner with Implementation Managers and Account Managers to ensure successful product activation and secure renewals.
• Contribute to continuous improvement activities within the Customer Success profession.

Requirements

• Experience in customer success or account management roles.
• Strong communication and interpersonal skills to build relationships with customers.
• Ability to analyze data and customer usage to drive insights and recommendations.
• Experience working with HR leaders on employee engagement and performance strategies.
• Proficiency with customer success tools and CRM systems.

Nice-to-haves

• Experience in a fast-paced, high-growth environment.
• Familiarity with employee experience platforms and people science.
• Knowledge of performance management and development processes.

Benefits

• Employee Share Options Program
• Monthly Camper Life Allowance
• Team budgets for team building activities
• Quarterly wellbeing pauses
• Extended year-end breaks
• Excellent parental leave and support program
• 5 Social Impact Days a year
• MacBooks and work from home office budget
• Medical insurance coverage for employees and their families