Customer Success Manager, Commercial

4 weeks ago

Sydney, New South Wales, Australia Culture Amp Full time
Culture Amp Customer Success Role

You will be joining a fast-growing organisation where you'll learn quickly and take action to drive customer success.

To succeed in this role, you will need to have a strong passion for helping others achieve their goals, whether it's your customers or teammates. You will need to think creatively, demonstrate perseverance, and work collaboratively with others to achieve more than you could on your own.

Your unique experiences and knowledge will be valued, and you will be encouraged to contribute and bring diversity of skills to the Culture Amp team.

Key Responsibilities
  1. Sydney based with access to a great team based out of Surry Hills.
  2. Be part of a well-structured and innovative Customer Success (CS) team.
  3. Practice Customer Success with an industry-leading product that customers love.
  4. Partner with Commercial customers (100-1000 employees) to advance their employee feedback and performance strategy.
  5. Meet with CPOs, Heads of People, and CEOs to have strategic customer conversations alongside Account Managers who partner closely with Customer Success.
  6. Enable customers to use the platform and more broadly, the domain of people and culture.
  7. Access world-class CS Tools, such as a collaborative email tool, a dedicated Customer Success management tool, CRM, Slack, and G-Suite.
  8. Manage a large book of business, having effective conversations to help customers take the best path to success with a complex and powerful product.
  9. Partner with Account Managers and Renewals Managers who play a key role in securing renewals and expansions.
  10. A separate Support team to help your customers via Live Chat, giving you bandwidth to spend time meeting with customers and drive strategic value.
  11. Freedom to plan your meetings and build customer value based on your own approach and strategy (with support and guidance).
  12. Nurture and track renewal success and customer value in the CRM, and connect with peers and communicate openly and track relevant information.
  13. Contribute and lead continuous improvement activities that will help Culture Amp and the Customer Success profession grow.
  14. Be a customer advocate by providing feedback to the product team on where we can improve the platform to better solve our customers' challenges.


After 3 Months You'll...
  1. Work with new and existing customers to use the platform, resolve customer issues, renew existing customers, and influence where our product is headed.
  2. Influence organisations and senior stakeholders, especially working with HR leaders on their employee engagement and performance strategy.
  3. Attend (and even host) People Geekup events where we mingle with our community.

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