Sr. Director of Customer Success- Scaled

About the Role: The Opportunity at Culture Amp

Our Customer Success team is critical to our success and mission. Our business is growing rapidly, resulting in the addition of thousands of new customers who want to improve the world of work. For Culture Amp to meet the needs of our rapidly growing customer base, we need a leader who can drive adoption and outcomes at scale. As the global leader of the Scale Team, you sit in the middle of customers, data, and impact. You will manage the Scale book of business, representing nearly half of our overall customer base. We expect you to own customers' outcomes by developing the strategy, driving the process, allocating resources for high performance meeting the ever-changing needs of our customers in the Employee Experience space. This is a highly visible and strategic role that will help drive the success of our customers on the Culture Amp platform. This role reports into our Global VP of Customer Success, Support, and Experience. This position can be performed from PST, MST and CST locations. 

In this mission-critical role, you will:

• Be responsible for the GRR of our Scale customers
• Develop a firm understanding of the underlying metrics and KPIs that drive a great Culture Amp experience, leading to widespread adoption within our Scale customer base
• Execute and optimize the customer journey for the Scaled Solutions teams establishing strategy for driving adoption and growth across the customer base
• Create and launch high value customer communication through playbooks that efficiently and effectively drive adoption, maturity and growth throughout the customer journey
• Partner with Customer Marketing, Product, Account Management, Customer Operations, CS Enablement  driving scaled customer success outcomes to improve the customer experience in each segment   
• Drive operational effectiveness metrics for the CS Scaled team for each segment and establishing a system of efficiency over time
• Focus on successful scalable growth, ensuring the right processes and utilization of tools are optimized 
• Leverage data insights to scale our CS engagement to improve retention rates and grow customer lifetime value
• Strategize on the organization structure and resources for the Scaled Segments as we grow
• Lead the leaders.  Work closely to manage and grow the current CS leaders (and the rapidly growing team of CS team members)
• Serve as the point of escalation for customers, joining calls and working with customers in-person to address concerns or assist with opportunities

You have:

• Managed a $50M+ ARR book of business 
• Deep experience in a customer facing capacity 
• Several years building a customer retention strategy 
• Experience scaling customer training and onboarding 
• History of driving positive customer experiences and outcomes
• High level of intellectual curiosity
• Experience managing Customer Success professionals ( Director level)
• Strong empathy for customers AND a passion for revenue and growth
• Deep understanding of value drivers in SaaS or similar business models
• Analytical and process-oriented mindset
• Ability to take on open-ended problems in unstructured environments
• Enthusiastic and creative leader with the ability to inspire others

You are:

• Customer-centric and committed to delivering mutually beneficial results
• Passionate about people and creating a better world of work
• Focused on building strong teams of high-performing individuals and leaders 
• High functioning in ambiguity and fast-paced growth environments

What we offer

Culture Amp practices what we preach. We are extremely proud of the Culture we have built, but don't just take our word for it, our Glassdoor reviews speak for themselves! 

We want every Camper to feel at home and do their best work at Culture Amp, so we have 4 values that we live by, take a read, and if this sounds like the environment for you, please apply! 

We have a strong commitment to Anti-Racism, and we believe in leading through example. Every step we make as a business towards anti-racism is another step we can support our customers in making a better world of work. You can see our current commitments to Anti-Racism here.

But that’s not all! 

• Flexible working hours - in this (please don't say unprecedented again!) time, make your work schedule work for you
• 14 weeks parental leave at full pay for primary carers and 4 weeks for secondary carers
• Equity options - it’s important to us that everyone is an owner and can share in our success.
• Fun and inclusive digital, and (in the future) in-person events

Most importantly. An opportunity to really make a difference in people’s lives.

Please keep reading...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.