The Role
The Customer Success Associate supports the Global Customer Success organization by managing customer accounts, enhancing content, executing programs, and assisting with renewals, focusing on improving processes and customer relationships.
Summary Generated by Built In
Why join us?
We’re a global tech company, just not the kind you’re picturing. Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.
Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”
People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast.
The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI.
This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in.
The Role
The Customer Success Associate is a critical role responsible for supporting the scale of our Global Customer Success organization. A CSA is a foundational member of the Manila team, focused on enabling our Customer Success Team to deliver exceptional value to our customers. This role will execute on high-impact tasks, collaborating with strategic resources to focus on customer relationship management, value realization, renewal activities and growth.
What will I be doing?
- Account Infrastructure Management:
- Execute the setup of customer accounts, including user provisioning, group creation, and site hierarchy management.
- Collaborate with the Customer Success and Account Executive teams to ensure timely and accurate completion of onboarding-related administrative tasks for new enterprise customers (1000+ seats).
- Content & Template Development:
- Build and standardize a high volume of SafetyCulture templates and forms based on customer requirements and best practices.
- Assist in the creation and organization of content libraries to support customer self-service and product adoption.
- Program Enablement:
- Support the execution of our customer success programs including high touch and / or Digital programs, including communication, user health checks, account optimization and data collection.
- Analyze product usage data to identify at-risk customers or opportunities for automated engagement.
- Operational Excellence:
- Document and refine best practices for account setup and template building to ensure consistency and efficiency across the team.
- Serve as the operational subject matter expert for our customer success platform, assisting with user troubleshooting and data integrity.
- Renewal Assistance:
- Assist customers and our Customer Success Managers and Account Executives in the renewals process
What do I need?
- 2-3 years of professional experience and willingness to jump in and make an immediate impact.
- Proven experience in a high-volume, customer facing operations-focused role, preferably in a SaaS or technology environment.
- A natural collaborator who enjoys working with others to get the job done.
- Strong attention to detail and a methodical approach to task execution.
- Proficiency in data management and ability to work with large datasets.
- Exceptional communication skills, both written and verbal, to collaborate with cross-functional teams.
- A "builder" mindset with a focus on process improvement and documentation.
We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK.
Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you
You can find out more about life at SafetyCulture via Youtube , Twitter , Instagram and LinkedIn.
To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.
Top Skills
Customer Success Platform
SaaS
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The Company
What We Do
SafetyCulture is a global technology company that puts the power of continuous improvement into everyone's hands. Our operations platform unlocks the power of observation at scale, giving leaders visibility and workers a voice in driving quality, efficiency, and safety improvements.
More than 60,000 customers use our operations platform to perform checks, train staff, report issues, and automate tasks. In doing so, we drive processes that help businesses get better every day.
Recent analysis by Forrester found that our flagship products provide a 214% return on investment for customers, and USD $3.6M in cost savings from operational improvements.
From top Australian ASX-listed grocer and retailer Coles and American aviation giant JetBlue, to Europe’s largest hospitality multi-national Accor, our operations platform is helping teams in every industry.
