Culture Amp · 6 days ago
Senior Customer Success Coach - Commercial
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$125K/yr - $140K/yr
3+ years expCulture 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 Senior Customer Success Coach leads the customer’s strategic journey, translating platform capabilities into measurable business outcomes while proactively mitigating churn risk and driving expansion.
AnalyticsEnterprise SoftwareHuman ResourcesSaaS
Responsibilities
Drive the customer's strategic journey by building Success Plans to ensure alignment with business objectives
Deliver high-quality Executive Strategy reviews using data-backed narratives and storytelling that links platform usage to value realization
Consistently secure participation from and influence senior decision-makers, maintaining composure and professional trust during high-stakes or difficult conversations
Cross-functional partnership with Renewals, Sales, and People Science to ensure unified messaging and to unlock adoption or expansion opportunities
Orchestrate the end-to-end customer journey by strategically deploying internal experts, including Trainers, Implementation Managers, and People Science, to accelerate value realization and product adoption
Own your book of business by independently identifying early risk signals and raising comprehensive mitigation plans
Proactively monitor account health to ensure a zero surprise churn rate through early risk flagging and recovery actions
Formulate and lead multi-team collaboration strategies to resolve risks to retention and adoption goals
Connect platform knowledge to specific customer business challenges or objectives, guiding them toward measurable impact and value realization
Use usage data to identify adoption risks early and create actionable plans to deepen platform usage
Stay current on all new feature launches and certifications, proactively sharing relevant updates and pilots with customers
Leverage AI tools (e.g. Gemini, Gong, Glean) to synthesize meeting insights, analyze customer sentiment, and refine engagement strategies
Ensure systems of record (e.g. Vitally) are updated to effectively capture and document critical moment in the customer journey
The Sr. CSM coaches and mentors peers on proactive risk management, escalation handling, and product fluency to elevate team wide-capability
Convert customers into strategic advocates by facilitating peer-to-peer networking, and securing participation in case studies or events
Act as a trusted internal consultant by championing customer insights to shape feature development
Qualification
Required
3+ years of experience as a Customer Success Manager in a SaaS environment
Proven track record of influencing and partnering with senior executive stakeholders within complex organizations
Demonstrated ability to drive product adoption and measurable customer outcomes
Experience independently managing a diverse book of business with minimal leadership oversight
Strong history of achieving high Gross Revenue Retention (GRR) through proactive risk identification and data-driven insights
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)
Company
Culture Amp
Culture Amp is an employee analytics platform that specializes in staff surveying and analytics.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$257.46MKey Investors
HSGBlackbird VenturesSapphire Ventures
2021-07-29Series F· $100M
2019-09-03Series E· $81.16M
2018-07-19Series D· $40M
Leadership Team
Didier Elzinga
Founder & CEO
Cynthia Taylor
Global Vice President of Customer Success
Recent News
Index Ventures
2025-12-08
2025-12-03
Company data provided by crunchbase