Customer Success Coach

6 months ago

London, United Kingdom Culture Amp Full time

**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 capital venture 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.

**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.
- To get there, you’ll bring a strong passion for collaborating with and helping others be successful, be it your customers or teammates.
- You will get creative with solutions, demonstrate perseverance, as well as work with others to achieve a lot 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.
- Your background could be in a customer-facing role at a SaaS company such as Customer Success, Support, Account Management, or even first-hand experience in a HR, which would mean you are able to build empathy and become a trusted advisor to your customers.

**Your role at Culture Amp..**
- Partner with our Mid Market customers (200- 1k employees) to advance their employee feedback & performance strategy.
- Leading strategic conversations with a customer and their Executive team (CPOs, Heads of People, Org Development etc) alongside an Account Manager, by leveraging your knowledge of key People and Culture topics to advise companies on their people strategies.
- Facilitate effective conversations and uncovering a customer’s needs and scoping the appropriate survey configuration and coaching their project management to ensure that they’re successful
- Proactively drive product adoption, retention and ultimately business outcomes across our Enterprise customers.
- Enabling customers in using the platform and more broadly, the domain of people and culture
- Freedom to plan your meetings and build customer value based on your own approach and strategy (with support and guidance).
- Ensure customer success with collaboration of Product Support, Account Management, People Science, Marketing & Product.
- Resetting expectations with customers, by having challenging conversations, when appropriate.
- Nurturing and tracking renewal success and customer value in the CRM, and connecting with peers and being someone who communicates openly and tracks relevant information.
- Advance customer voice by providing feedback to the Product and Engineering team on where we can improve the platform to better solve our customers' challenges.
- Contributing and leading continuous improvement activities that will help Culture Amp and the Customer Success profession grow (i.e. be a 'Learn-it-all' not a 'Know-it-all’).

**After 3 months you’ll**:

- Take ownership of your own Book of Business of key Mid Markets customers across the UK & Ireland, EMEA, working collaboratively in our local Mid Market Customer Success team to ensure a smooth launch & ongoing high quality customer experience for our strategic customers
- Facilitate delivery of key customer journey points (Partnership Kick-Off, Feedback Strategy Review (Business Reviews), Project Meetings, Trainings etc)
- Have learned the core elements of the product (employee feedback, performance & development)
- Built internal relationships crucial to the successful delivery and retention of accounts, across customer and product teams
- Be contributing to and collaborating on projects, such as partnering with other teams to support with our growth

**We believe that inclusive businesses are better, not just for “company results”, but for the world. 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**.**:
**We ensure you have the tools you need to thrive both in and out of work.**:
**_ MacBooks for you to do your best work _**_Share Options - it’s important to us that everyone is an owner and can share in our success_**_Excellent parental leave and in work support programme, - for those families to be_**_Flexible working schedule - where we can, let’s make work, work for you_**_Fun and inclusive digital, and in-person events_**

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