Join us on our mission to make a better world of work.
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. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.
Culture Amp is backed by leading capital venture funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
For more information visit cultureamp.com.
How you can help make a better world of work
We are seeking a highly motivated and experienced Manager of Customer Success to join our dynamic team at Culture Amp. As the Manager of Customer Success, you will lead a team responsible for driving customer adoption, satisfaction, retention, and ultimately sustainable growth.
You will play a key role in ensuring our customers achieve their desired outcomes through the effective use of our platform and services. Your expertise in Customer Success, team leadership, commercial leadership, and deep understanding of our customers’ needs will contribute to the growth and success of our organisation.
In this mission-critical role, you will:
- Lead an established team of Customer Success Coaches, both as a team and 1:1, providing guidance, coaching, and mentorship to ensure their success in achieving their individual and team goals
- Foster a culture of collaboration and knowledge sharing by actively engaging with colleagues and contributing to cross-functional initiatives
- Develop and implement performance management processes, including goal setting, feedback, coaching, and career & skill development
- Support the growth and development of team members through training, skill development, and mentoring opportunities
- Advocate for customer needs and requirements within internal discussions, both within the practice and cross-functionally, to enhance the customer experience and shape our roadmap
- Collaborate with cross-functional teams, such as Sales, Account Management, People Science, Product and Product Support to drive positive customer outcomes
- Share customer insights, challenges, and success stories with relevant internal stakeholders to drive alignment and improve overall customer experience, working closely with the Director of Customer Success
- Handle customer escalations and resolve issues promptly and effectively, ensuring customer satisfaction and retention
- Monitor the health of your team’s book of business, including account hygiene, customer health, adoption and engagement
- Communicate regularly with the P&E team to provide updates, share insights, and collaborate on initiatives
- Recognise and celebrate accomplishments and milestones of the team, fostering a culture of appreciation and motivation
You have:
- 3-5 years of proven experience in a Customer Success role, preferably in SaaS
- Experience coaching individuals through challenges and proven experience leading team(s)
- Strong theoretical and practical knowledge of Customer Success best practices and methodologies
- Excellent communication and relationship building skills, with the ability to engage with both technical and non-technical stakeholders
- Analytical and curious mindset with the ability to leverage data to drive insights and decision-making
- Results-oriented mindset, with a focus on achieving positive and sustainable customer and business outcomes
- Strong project management and organisational skills, with the ability to manage multiple priorities simultaneously
You are:
- A natural leader with a strong desire to grow your team and amplify the people around you
- Customer-centric and committed to delivering mutually beneficial outcomes
- Passionate about people, creating a better world of work, forming team identity, and driving positive change
- High functioning in ambiguity and fast-paced growth environments
We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:
- 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)
Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.
We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.
Please keep reading...
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.
We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!
Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.
If you require reasonable accommodations or adjustments to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
