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Culture Amp · 10 hours ago

Senior Customer Success Coach - Commercial

Chicago, IL

Full-time

Hybrid

Mid, Senior Level

3+ years exp

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 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

Customer Success ManagementData-driven storytellingExecutive alignmentRisk mitigationSaaS experienceProduct adoptionCommercial growthAI tools proficiencyExpectation managementTeam mentoring