At a Glance
- Tasks: Drive customer success and renewals for Enterprise accounts while building strong relationships.
- Company: Join Culture Amp, a leading employee experience platform transforming workplaces globally.
- Benefits: Enjoy competitive pay, equity options, learning programs, and flexible work arrangements.
- Other info: Be part of a diverse team committed to continuous improvement and innovation.
- Why this job: Make a real impact on how companies engage and empower their employees.
- Qualifications: 3-5 years in Customer Success or Account Management, fluent in French and English.
The predicted salary is between 51750 - 63250 £ per year.
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 6,000 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, Mc Donalds 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 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 Saa S or Enterprise software environment.
- A background in a customer-facing Saa S 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 Saa S 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, 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 across France and CEMEA, 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.
Key experience
- Native French-speaker in addition to English
- Native Arabic speaker is beneficial but not essential
Perks & Benefits
At Culture Amp, our people are at the heart of our success. We offer competitive pay and a total rewards package designed to support you at work and in life. This includes:
- Equity through our Employee Share Option Program, so you can share in our long-term success
- Learning programs and coaching to help you thrive and grow
- Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle
- Inclusive parental leave from day one
- A Mac Book and budget to set up your home workspace, enabling flexibility
- Five annual social impact days to to give back to causes that matter to you
- Medical insurance coverage for you and your family (Available for US & UK only)
Our rewards are designed to support different needs and life stages, recognising that what matters most can vary from person to person.
Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don’t meet every requirement, but your unique experience matters.
If you’re interested in joining us, we strongly encourage you to apply and help us build a more diverse and impactful team.
Accommodations & Data Privacy
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 accommodations@cultureamp. com 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 privacy@cultureamp. com .
Senior Customer Success Manager (French-speaking) in London employer: Culture Amp
Culture Amp is an exceptional employer that prioritises employee well-being and growth, offering a competitive rewards package that includes equity options, comprehensive learning programs, and flexible work arrangements. With a strong commitment to diversity and inclusion, employees are encouraged to bring their unique experiences to the table, fostering a collaborative and innovative work culture. Located in vibrant offices across multiple regions, including France, Culture Amp provides a dynamic environment where you can thrive while making a meaningful impact on the world of work.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (French-speaking) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Culture Amp. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Culture Amp before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager (French-speaking) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Culture Amp:Your cover letter is your chance to shine! Tell us why you want to work at Culture Amp specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Culture Amp!
How to prepare for a job interview at Culture Amp
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
