Scaled Customer Success Manager - 12 month FTC

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Culture Amp is hiring a Scaled Customer Success Manager on a 12 month fixed term contract in Melbourne, with a hybrid on site requirement of two days a week in the office to foster connection and culture. You will own a large book of roughly 700 customers across 50 to 400 employees, acting as a trusted advisor to advance their employee experience strategy, drive product adoption, retention and expansion. The ideal candidate has two to three years in a customer facing SaaS role, a proven ability to design scalable customer programs, analyze usage data, and lead cross functional initiatives. To apply, tailor your CV to quantify outcomes, share concrete examples of stakeholder influence, and show resilience, curiosity and a culture first mindset.

Join us on our mission to make a better world of work.

Culture Amp is the world’s most trusted Employee Experience platform. Our mission is to create a better world of work for 100 million people by helping companies put their people and culture first. 

We do this by bringing together pioneering people science and powerful technology. Over 3000 companies trust Culture Amp to collect, understand, and connect data throughout the employee experience. The insights help them truly understand their people and guide them on the best actions to drive positive behavior change and lasting impact. We live in a world where the ability to understand and influence culture at scale is no longer a ‘nice-to-have’ but a ‘necessary-to-survive’.

What You Bring to Camp

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, use critical thinking skills, and demonstrate perseverance. 

Your role at Culture Amp:

• Establish a trusted and strategic advisor partnership with your customers (~700 customers with 50-400 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 goals and priorities, and support the customer in achieving those goals. 
• Own the overall relationships with customers from your large book of business to drive adoption and usage, ensuring retention, value-realization and advocacy. 
• Analyse data, customer usage, and leverage product knowledge to uncover or develop expansion and upsell opportunities. 
• Enable customers to use the platform and, more broadly, the domain of people and culture. 
• Advocate internally for customer needs, including cross-functionally.
• Partner with:
• Implementation Managers to ensure successful and timely product activation
• Renewal Managers who play a key role in securing renewals 
• Account Managers  who play a key role in expansions/upsells
• Support team, giving you bandwidth to help customers and drive strategic value

After 3 Months You'll…

• Work with your assigned book of business on how to use the platform, resolve issues, drive adoption, and partner on renewing existing customers. 
• Influence organisation and senior stakeholders, especially working with HR leaders on their employee engagement and performance strategy
• Lead strategic calls with decision makers.

You have:

• 2–3 years’ experience in a customer-facing role, with SaaS experience a plus.
• Track record of driving results in product adoption, customer engagement, retention, and expansion via scaled programs
• The ability to design and maintain a complex customer experience that includes both tooling and live interventions from Customer Success
• The ability to identify hypotheses, design experiments, and assess their effectiveness in driving customer outcomes
• You know how to lead complex projects from start to finish and measure your success
• You excel at creating clear and impactful communications, both internally and externally

You are:

• Passionate about working in a Culture First environment and bringing that dynamic to customers
• Curious and empathetic about customers' use cases and needs
• Able to operate autonomously and make decisions confidently
• Resilient and adaptable to change

Please note that eligibility for benefits may vary based on employment status, and some benefits may not be applicable to contractor roles.