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Lead CX Program Manager (Digital-led)

Culture Amp

Culture Amp

This job is no longer accepting applications

See open jobs at Culture Amp.
San Francisco, CA, USA
Posted on Wednesday, February 7, 2024

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, PwC, KIND, SoulCycle, Celonis 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 cultureamp.com.

Special Note About this Opportunity:

- Candidates MUST be located in the SF Bay Area to be considered for this position

About the Role: The Opportunity at Culture Amp

The Lead CX Program Manager owns the digital-led customer experience, driving customers to leverage the Culture Amp platform to create a better world of work. In this highly cross-functional role, the PM will manage the broader DLCX program, creating new capabilities and driving improvements to existing components in partnership with Customer Success, Product and Customer Marketing, and other teams across our business.

In this mission-critical role, you will:

Own the digital-led customer experience, expanding its reach across all customer segments to drive business outcomes like activation, adoption, and retention

Identify, prioritize, and deploy new DLCX opportunities within the customer journey

Manage large-scale projects to achieve customer and product outcomes

Build point-in-time campaigns in collaboration with Customer Success and Customer Marketing

Conduct data analysis on DLCX journey

Partner with Product Managers and Marketers to embed scaled methods in our product releases

Collect customer feedback on DLCX

You must:

Set and achieve goals in a Culture First way that achieves desired outcomes. Create and implement plans and manage the workload of self and others. Identify and use resources wisely.

Work with others in an intentional way to achieve shared results. Know when to collaborate and when not to. Proactively partner with others to leverage their strengths and align efforts towards a shared purpose. Give clarity with a focus on trust, fairness and cooperation.

Use data and information to make informed decisions that achieve desired outcomes. Utilize a Culture First lens to make decisions. Move into action once a decision is made. Help others turn decisions into actions.

Approach situations with a focus on creativity, exploration and problem solving. Know when to innovate and when to follow process. Be proactive in taking creative ideas and generating valuable solutions. Be curious and actively promote a growth mindset.

Understand how our business operates and apply this understanding to enhance performance. This includes how we generate revenue, our growth plans, opportunities to improve the business, taking an internal/external customer lens and knowing what it takes to delight our customers.

You have:

Customer success/experience/lifecycle: Understands the elements of a typical SaaS customer journey, including activation, adoption, retention, and expansion

Scale: Understands how to use tactics and tools to support customers in digital-led or resource-light ways and create efficiencies for the business

Customer focus: The skill to build strong customer relationships and delivering customer-centric solutions

Project management: Staying on top of multiple types of work with varying timelines and deadlines. Awareness of time and estimated effort needed to accomplish tasks helps set appropriate expectations internally with the team

Systems thinking: The skill to perform problem solving in complex systems

Experimentation: The skill to bring a scientific mindset to their initiatives

Demonstrated experience in a customer-facing role in a SaaS environment

Track record of driving results in product adoption and customer engagement via scaled programs

Experience with a digital adoption platform (Intercom, WalkMe, Pendo, etc.)

The ability to design and maintain a complex customer experience that includes both tooling and live interventions from Customer Success

The ability to identify hypotheses, design experiments, and assess their effectiveness in driving customer outcomes

You know how to lead complex projects from start to finish and measure your success

You excel at creating clear and impactful communications, both internally and externally

You are:

Passion for helping customers succeed with software

An entrepreneurial mindset with a fail-fast mentality

Strategic and critical thinking

Data-driven approach to decision making

Non average workplaces attract above average people.

We consider ourselves anything but average and strive to make a home for different types of people from around the world to do their best work and have fun doing it. So we have created 4 “not your average” values that we live by, take a read, and if this sounds like the environment for you, please apply!

We are extremely proud of the Culture we have built - check out what we have going on through our Glassdoor reviews. speak for themselves!

We are committed to not only making a better world of work, but also a better world. So we are proud to be recognised as a certified B-Corp.

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 here.

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
  • Medical insurance - for you and your family so you can feel safe in these uncertain times
  • 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 the future) in-person events

Most importantly. An opportunity to really make a difference in people’s lives.

Here are a few highlights from Culture Amp

Please keep reading...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

We already have over 1,000 amazing Campers and we want to continue to attract exceptional people who are motivated by our mission. Our approach to compensation aligns with this value. We believe in fair & equitable pay at Culture Amp, and therefore, we build pay equity into all our programs in addition to conducting annual pay equity audits.

For this role, the estimated base salary range is listed below. The range is a guideline, and the base salary range for this role may be modified. The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process.

In addition to base salary, your compensation package will include additional components such as equity and benefits. For sales roles, your package may also include sales commission. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

US Salary Range
$145,200$176,000 USD

Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.

This job is no longer accepting applications

See open jobs at Culture Amp.