Lead Renewals & Customer Success Manager (German Speaker)

Requirements

• Ideally 7+ years of experience in Customer Success, Renewals, or Account Management in a SaaS or Enterprise software environment
• A background in a customer-facing SaaS 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 SaaS 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
• Native German speaker

What the job involves

• We're looking for a seasoned and strategic Lead Renewals & Customer Success Manager to own our book of Enterprise accounts in the DACH region — 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
• Culture Amp is a fast‑growth organisation and you'll be expected to learn quickly and be accountable for the success of your customers
• Own our book of Enterprise customers (1,000+ employees) across DACH, 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')
• Serve as your region's key contributor for renewal and customer success best practices, taking a customer‑first approach
• Mentor and guide Renewal Managers and CSMs, enhancing their skills in customer engagement, negotiation, and pipeline management
• 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 in DACH, 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