The Opportunity at Culture Amp

Retention Account Managers are core to our Mission of amplifying the experience and the impact of over 100 million people at work through directly working to SAVE at risk clients and supporting Account Managers, Renewals Manager and Customer Success teams to renew our customers on the Culture Amp platform and increase GRR.

Duties & Responsibilities:

• Support a large volume of customers to renew their Culture Amp subscriptions in the Self-Starter Tier using Outreach sequences and active follow-up.
• Develop Outreach sequences to go out to the next quarter’s SS customers with a set Health Score (<= 22 and roughly 100 per RAM) during the first month of each quarter.
• Have conversations with a minimum of 20% of customers in these sequences. The max amount of conversations that will be required to achieve this goal will be 30 per quarter as the number of SS customers increase throughout the year.
• Work with the Renewal team to review upcoming renewals and proactively identify any more difficult renewal processes.
• Develop process with RMs to have potential churn customers in renewal introduced with you - expect this to be 60-80 customers (30-40 per RAM) during the quarter
• Actively work with these customers to find paths to renewal

Achieve Save/Expansion target

• Each RAM to achieve their target of closed ARR (Save/Expansion) per quarter. A Save can be flagged by an RM, AM or Coach but must be a confirmed at risk customer for the current or following quarter. RAM must lead on Save and Close Renewal including closing out the renewal through Salesforce for it to count.

• Build rapport and connection with Customers leading to product adoption and value.
• Actively partner with Account Managers, Renewals Managers & Customer Success on Customers in Self-Starter that have indicated a risk to churn during Renewal, Activation and Adoption Process.
• Build out the Save Playbooks (e.g., sequences, steps in the process, tiered offers for retaining customers) within the team in conjunction with the Adoption Customer Success Managers (ACSM’s) and Implementation Managers (IM’s) within the Digitally Led Customer Experience (DLCX) Team.
• Partner with Account Managers, Renewals Manager and Customer Success to support them on Renewal processes including working with Salesforce, legal teams and security teams.
• Attend weekly AM Team Meetings to discuss and collaborate on any at risk accounts and how to SAVE.
• Attend monthly hand off meetings with ACSM’s and IM’s to go over unactivated and at risk customers.
• Be able to send Service Order and other appropriate documentation to close out renewal.
• Where necessary, the RAM will work with Legal and Security teams to support any deals aligned with standard processes
• Complete sales enablement training and apply it to your work
• Keep Salesforce updated including Weekly Forecasts, Renewal Next Steps (weekly/bi-weekly) and Opportunity Next Steps