Senior Customer Success Manager (French-speaking)

Overview

As a Senior Customer Success Manager for Enterprise, you will own a curated book of large-scale accounts across France and the CEMEA region, driving adoption and renewal outcomes. You’ll serve as the strategic advisor to executive stakeholders, shaping People & Culture strategies in collaboration with cross-functional teams. You’ll lead renewals, negotiations, and upsell opportunities while ensuring a high-value customer experience. This role sits at the intersection of Customer Success and Renewals and contributes to Culture Amp’s Enterprise CX playbook. You will work in a fast-growth environment that values collaboration, learning, and impact.

Pay / Benefits

• Equity through Employee Share Option Program
• Learning programs and coaching
• Quarterly refresh days
• Extended end-of-year break
• Monthly wellbeing and lifestyle allowance
• Inclusive parental leave from day one

Responsibilities

• Own a book of Enterprise customers (1,000+ employees) and act as the primary strategic advisor throughout the customer lifecycle.
• Lead executive-level conversations and coordinate with People Scientists and Account Managers to advise on people strategies.
• Drive product adoption, retention, and measurable business outcomes across the book.
• Manage renewal processes, mitigate renewal risks, and orchestrate end-to-end contract negotiations with legal and finance.
• Forecast pipeline accurately and act as the renewal lead in discussions, including upsell/cross-sell via collaboration with Account Executives and cross-functional teams.
• Maintain renewal hygiene in the CRM, track customer value, and feed the product/engineering roadmap with customer insights.
• Contribute to Enterprise Renewal playbooks and continuous improvement of policies, pricing reviews, and objection handling libraries.

Key requirements

• 3-5+ years in Customer Success, Renewals, or Account Management in SaaS/enterprise software
• Customer-facing SaaS background or HR/People & Culture experience providing advisory credibility
• Proven track record of meeting/exceeding retention and revenue goals, including multi-million-dollar renewals
• Understanding of SaaS metrics (ARR, GRR, NRR) and financial concepts (ROI, TCO)
• Strong mentorship and collaborative leadership style
• Proficiency in CRM and CS tools (Salesforce and Vitally preferred), plus Zoom, Slack, and G-Suite
• Native French speaker; English fluency; Arabic is a plus

• collaborative mindset
• customer-centric thinking
• strong communication and executive presence
• Salesforce
• Vitally
• Zoom

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