Customer Success Manager - Commercial

Culture Amp is a fast growth organization and you’ll be expected to learn quickly and take action that leads to the success of your customers. To get there, you’ll bring a strong passion for helping others be successful, be it your customers or teammates. You will get creative with solutions, demonstrate perseverance, as well as work with others to achieve a lot more than you could on your own. Your life experiences and knowledge will be unique, you’ll be encouraged to participate and bring diversity of skills to the Culture Amp team. Your role at Culture Amp: Establish a trusted and strategic advisor partnership with your Commercial customers (200-1000 employees) to advance their employee experience (EX) strategy (including feedback, performance and development) and drive continued value of Culture Amp products and services. Work with customers to identify and establish critical goals and priorities, and support the customer in achieving their goals. Own the overall relationships with customers from your large book of business to drive adoption and usage, ensuring retention, value-realization and advocacy. Facilitate regular strategic calls with CPOs, Heads of People and also CEOs to review Success Plan goals, progress and opportunities. Analyze customer usage and leverage product knowledge to uncover or develop expansion and upsell opportunities. Enabling customers in using the platform and, more broadly, the domain of people and culture. Advocate internally for customer needs, including cross-functionally with our Product team. Partner with: Implementation Managers to ensure successful and timely product activation Account Managers who play a key role in securing renewals and expansions A separate Support team, giving your bandwidth to spend time meeting with customers and drive strategic value (our CS team do solve customer issues but benefit from our friends in support’s specialization in product support). Contributing and leading continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e. be a 'Learn-it-all' not a 'Know-it-all’). Access to world class CS Tools, such as collaborative email tool, a dedicated Customer Success management tool, CRM, Gong, Slack and G-Suite. After 3 Months You'll… Work with your assigned book of business of new and existing customers on how to use the platform, resolve issues, drive adoption, renew existing customers, and influence where our product is headed. Influence organization and senior stakeholders, especially working with HR leaders on their employee engagement and performance strategy Lead strategic calls with decision makers

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