Lead Renewals & Customer Success Manager (German speaking) London
Posted 18 hours 31 minutes ago by Culture Amp
London
Culture Amp is the world's leading employee experience platform. 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 shape Culture Amp's Enterprise CX playbook.
What You Bring- 7+ years of experience in Customer Success, Renewals, or Account Management in a SaaS or Enterprise software environment.
- Background in a customer facing SaaS role or HR/People & Culture experience.
- Passion for collaborating and helping others succeed.
- Creative problem solving, perseverance, and teamwork.
- Diverse experience and willingness to bring diverse thought.
- Proven track record of meeting or exceeding retention and revenue goals, including managing complex, million plus contract renewals.
- Deep understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts such as ROI and TCO.
- Strong mentorship and coaching skills.
- Proficiency in CRM and Customer Success platforms (Salesforce, Vitally), plus Zoom, Slack, and G Suite.
- Own a book of Enterprise customers (1,000+ employees) across DACH, serving as their primary strategic advisor.
- Lead strategic conversations with customers and their executive teams.
- Drive product adoption, retention, and business outcomes.
- Facilitate key customer journey touchpoints (Kick offs, Reviews, Business Reviews).
- Develop and execute renewal plans and mitigate renewal risks.
- Lead complex contract negotiations end to end.
- Serve as primary point of contact for renewal discussions.
- Collaborate with Account Executives for upsell and cross sell opportunities.
- Engage in challenging conversations when needed.
- Track renewal success and customer value in the CRM.
- Advocate for customer voice in product and engineering.
- Contribute to continuous improvement initiatives.
- Serve as key contributor for renewal and customer success best practices.
- Mentor Renewal Managers and CSMs.
- Identify workflow inefficiencies and recommend improvements.
- Contribute to refinement of Enterprise Renewal playbooks, policies, and tooling.
- Take ownership of your book of Enterprise customers in DACH.
- Facilitate delivery of key customer journey touchpoints.
- Learn core platform elements and renewal processes.
- Build internal relationships essential to account success.
- Contribute to and collaborate on projects for growth.
- Native German speaker.
- Employee Share Options Program.
- Coaching and professional development budgets.
- External mental wellbeing and coaching support.
- Monthly Camper Life Allowance.
- Team budgets for building activities.
- Quarterly wellbeing pause days.
- Extended year end breaks.
- Excellent parental leave and in work support.
- Social impact days.
- MacBook and home office budget.
- Medical insurance coverage for US & UK.
Culture Amp is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, colour, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law.