Senior Strategic Customer Success Coach

Join us on our mission to make a better world of work.

Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain talent via cutting-edge research, powerful technology, and the largest employee dataset in the world. The most innovative companies across the globe, such as Salesforce, Unilever, PwC, KIND, SoulCycle, and BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, and offices in the U.S, U.K, Germany and Australia. Culture Amp is recognized as one of the world's top private cloud companies by Forbes and one of the most innovative workplace companies by Fast Company.

Learn more about how Culture Amp can help you create a better world of work at .

*We have a remote-first culture and this position can be based anywhere from Australia. This role can be fully remote or a hybrid if you are in Melbourne. We encourage you to work in the way that best suits you

The Opportunity at Culture Amp

At Culture Amp you will be joining and developing your career alongside some of the most advanced Customer Success professionals within Australia.

You will get to partner with and learn from some of the most progressive Culture First enterprise organisations in Australia to help them achieve their People and Culture objectives. You'll be working alongside a team of high performing Customer Success Coaches as you develop the skills to bring Culture Amp to life within their organisation. Through this process, you can expect to showcase your customer management skills, and grow to be a software (SaaS) implementation specialist, project management, relationship management and strategic communication all-rounder.

As you build experience and confidence within Culture Amp, this role will allow you to gain autonomy and experiment with new ideas, processes and ways of working that will push you and the profession to higher levels. For those that are looking for even greater challenges, you'll be encouraged to apply your knowledge and deliver on local and global continuous improvement initiatives.

In this mission-critical role, you will:

• Demonstrate the ROI of the Culture Amp Platform by elevating the customer's employee feedback strategy, leveraging your background and experience in Org, I/O, or Behavioural Psychology or Business
• Navigate & nurture multiple strategic client relationships to deliver the best possible customer experience
• Uncover a customer's needs and scoping the appropriate feedback program and platform configuration to ensure that they're successful
• Be a strong collaborator and team player, working across colleagues in People Science, Account Management, Product Management, and Product Support to drive positive delivery outcomes with customers
• Proactively driving customer adoption, retention and overall value realisation of Culture Amp's products and services
• Train customers in using the platform and more broadly, the domain of People and Culture
• Identify and qualify opportunities for expansion where our platform and services can assist customers beyond their initial use; partnering with their Account Manager
• Ensure any customer support requests are dealt with effectively. This may involve collaboration with other teams such as Support or Account Management.
• Be a customer advocate by providing feedback to the Product team on where we can improve the platform to better solve our customers' challenges.
• Maintain our CRM by keeping call notes and account information up-to-date

You have:

• Background in a customer-facing role at a SaaS company is highly preferred, although you may have come from a HR or Consulting background
• Experience dealing with a high volume of customer calls and emails
• Proficient with tools such as Vitally, Salesforce, Slack, Zendesk, Asana and love learning new tools
• Demonstrated technical proficiency (examples: Advanced Excel Skills, Database experience, Software Engineering)
• Bonus points for: Masters Degree in Behavioral and Org Psychology, I/O Psychology or Business preferred, or equivalent experience

You are:

• Customer-centric and committed to delivering mutually beneficial results
• Passionate about people and creating a better world of work
• High functioning in ambiguity and fast-paced growth environments

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 .

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

Full usage of the Culture Amp platform to drive your development and provide regular avenues to share your voice on your team, department and the company.

Most importantly, an opportunity to really make a difference in people's lives.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria - unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience!

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