Lead Renewals & Customer Success Manager (German speaking)

We're big believers in the power of IRL, so for most roles we ask Campers to work from their local Culture Amp office an average of 2 days a week to unlock connection, pace and culture together.

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

Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world's top private cloud companies by Forbes and most innovative companies by Fast Company.

For more information visit cultureamp.com.

About the Role

We're looking for a seasoned and strategic Lead Customer Success & Renewals 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.

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 7+ 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.

Your Role at Culture Amp

• Own our book of Enterprise customers (1,000+ employees) across DACH, 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').

Leadership & Team Enablement

• Serve as your region's key contributor for renewal and customer success best practices, taking a customer-first approach.
• Mentor and guide Renewal Managers and CSMs, enhancing their skills in customer engagement, negotiation, and pipeline management.
• 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, procedures, policies, and tooling - including pricing reviews, auto-renewal policies, discounting frameworks, and objection handling libraries.

After 3 Months You'll

• Take ownership of your book of Enterprise customers in DACH, working collaboratively in the local Enterprise CX team to ensure a smooth launch and high-quality customer experience.
• Facilitate delivery of key customer journey touchpoints: Partnership Kick-Offs, Feedback Strategy Reviews, Business Reviews, and Project Meetings.
• Have learned the core elements of the Culture Amp platform (employee feedback, performance & development) and built fluency in renewal processes and tooling.
• Built internal relationships crucial to the successful delivery and retention of accounts
• Be contributing to and collaborating on projects, such as partnering with other teams to support growth.

Must-have:

• Native German speaker

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only)

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.

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

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria - unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience!

If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding roles in Germany). These questions are completely optional, but your participation truly helps. By sharing this anonymous information, you support our efforts to build a more inclusive and equitable hiring process-and help us hold ourselves accountable to that commitment. Your responses are entirely confidential and will not impact hiring decisions.

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact [email protected].