About the Role: The Opportunity at Culture Amp Our Customer Experience team is critical to our success and mission. As the Vice President, Enterprise, you will be responsible for ensuring Gross Revenue Retention (GRR) and Customer Satisfaction of our Global Enterprise customers. You are a strategic and visionary leader with a proven track record managing multi-disciplinary Enterprise customer teams and influencing cross-functional teams, including Product and Marketing, to foster a customer-centric mindset throughout the company. You will ideate and support the structure, processes, and activities to drive change for our Enterprise Customer Experience leaders who oversee teams that engage, support and serve our customers.
This position will be based in our San Francisco office. Ability to work on-site 1-2 times per week is required. Applications received from non-commutable locations will not be considered. Responsibilities: Strategic Leadership: Align Enterprise customer initiatives with the overall business strategy and revenue goals. Collaborate with executive leadership to influence company-wide strategies and goals, ensuring a unified approach to the Enterprise customer experience. Develop and execute comprehensive strategies for customer activation, adoption, and renewal to maximize GRR. Influence internal stakeholders by promoting a customer-centric mindset throughout the company, driving cultural change and alignment. Professional Services, People Science: Strategic service expansion to meet the evolving needs of Enterprise customers Identify opportunities for expanding People Science offerings to drive additional value for Enterprise customers. Partner with People Science practices for thought leadership. Develop new services or enhance existing ones based on customer needs and market demands. Establish key performance indicators (KPIs) to measure the success of professional services delivery. Cross-Functional Influence: Work closely with Product and Marketing teams to ensure customer needs and feedback are integrated into product development and marketing strategies. Advocate for customer-centric initiatives across the organization, driving alignment and collaboration among different departments. Champion the voice of the customer in strategic discussions, ensuring customer priorities are reflected in company decisions. Team Leadership & Development: Manage and lead regional heads, ensuring they have the tools and support needed to lead their teams effectively. Foster a high-performance culture focused on strategic thinking and continuous improvement. Develop training programs and career development pathways for Implementation Managers, CSMs, Renewal Managers, and Professional Services teams. Customer Lifecycle Ensure seamless transitions from sales to implementation, focusing on delivering value quickly through strategic planning and execution. Develop initiatives to enhance product adoption and customer engagement, leveraging cross-functional teams and resources. Foster long-term relationships with key Enterprise accounts to drive loyalty and advocacy through strategic engagement. Implement data-driven approaches to predict churn and implement preventative measures, coordinating with cross-functional teams. You Have: 10+ years of experience as a multi-disciplinary leader overseeing Customer success, Account management, Professional services or related roles within the SaaS industry. Proven experience managing and scaling customer teams for Enterprise customers. Strong understanding of SaaS business models and Enterprise customer dynamics. Excellent leadership, communication, and interpersonal skills. You are: Empathetic to Customers and able to actively engage, demonstrating understanding of their expressed needs and feelings, and responds empathetically. A product and customer expert who understands industry trends, competitor offerings, and basic market dynamics, using this knowledge to provide informed guidance to customers. An effective problem-solver and skilled at conflict resolution internally and externally. A data-driven storyteller who iscurious about the impact of customer data origins through human and mechanical means.
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