Senior Customer Success Manager (French-speaking)

About the Role We're looking for a seasoned and strategic Senior Customer Success Manager to own a book of Enterprise accounts — driving adoption, building executive relationships, and leading complex contract renewals. This hybrid role sits at the intersection of Customer Success and Renewals, and you'll also play a key part in shaping Culture Amp's Enterprise CX playbook. Your Role at Culture Amp Own a book of Enterprise customers (1,000+ employees) across our French and CEMEA regions, serving as their primary strategic advisor throughout the full customer lifecycle.

Lead strategic conversations with customers and their Executive teams (CPOs, Heads of People, Org Development) alongside People Scientists or Account Managers, leveraging your knowledge of People & Culture topics to advise on people strategies. Proactively drive product adoption, retention, and business outcomes across your Enterprise book of business. Facilitate key customer journey touchpoints including Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, Project Meetings, and platform enablement sessions.

Develop and execute strategic plans to secure on-time renewals for Enterprise customers, proactively identifying and mitigating renewal risks. Lead complex contract negotiations end-to-end — partnering with legal and finance on terms, pricing, and compliance — and re-sell value to accounts that need re-engagement. Serve as the primary point of contact for all renewal discussions, balancing customer needs with company objectives and accurately forecasting your pipeline.

Work closely with Account Executives to identify upsell and cross-sell opportunities at renewal, and collaborate with CSMs, People Scientists, Product, and Support for a seamless customer experience. Reset expectations with customers by having challenging conversations when appropriate. Nurture and track renewal success and customer value in the CRM, communicating openly and keeping relevant information up to date.

Advance the customer voice by providing feedback to Product and Engineering on where the platform can better solve customer challenges. Contribute to and lead continuous improvement activities that will help Culture Amp and the Customer Success profession grow (be a 'Learn-it-all', not a 'Know-it-all'). What You Bring to Our Camp Culture Amp is a fast-growth organisation and you'll be expected to learn quickly and be accountable for the success of your customers.

Ideally 3-5+ years of experience in Customer Success, Renewals, or Account Management in a SaaS or Enterprise software environment. A background in a customer-facing SaaS role — or first-hand HR/People & Culture experience — enabling you to build empathy and become a trusted advisor to your customers. A strong passion for collaborating with and helping others succeed, be it your customers or teammates.

You will get creative with solutions, demonstrate perseverance, and work with others to achieve far 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 thought to Culture Amp. Proven track record of meeting or exceeding retention and revenue goals, including managing complex, million-dollar-plus contract renewals.

Deep understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts like ROI and TCO to articulate customer value. Strong mentorship and coaching capabilities, with a collaborative and 'learn-it-all' approach to team development. Proficiency in CRM and Customer Success platforms (Salesforce and Vitally preferred), plus Zoom, Slack, and G-Suite. Leadership & Team Enablement Serve as your region's key contributor for renewal and customer success best practices, taking a customer-first approach.

Identify inefficiencies in renewal and success workflows, recommending improvements to enhance team performance and operational scalability. Contribute to the ongoing refinement of Enterprise Renewal playbooks, proc