Customer Success Manager - AMER

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.

The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth.

Role Description:

Great work happens when every worker has the knowledge, tools, and confidence to succeed. Come join our team of passionate people on a mission to create a better way of working.

We’re looking for a Tech Touch Customer Success Manager partner with our SMB customers to product adoption, stickiness, and use case expansion throughout the customer’s lifecycle, all while doing that at scale. You will guide our customers in the maturity of their use of SafetyCulture in their organization and starting with understanding their business objectives. This can be the top down goal of the customers which you’ll break down into tactical steps and best practices. As a trusted partner to hundreds of customers, you will constantly prioritize and get insights on the next best action for you and your customers using data and AI insights via our Customer Success tech stack. You will upskill customers on our platform, features, best practices and provide a level of service that inspires our customers to champion SafetyCulture.

Our Customer Success Managers are responsible for driving adoption, retention, and advocacy of SafetyCulture contributing to SafetyCulture’s growth, working towards metrics such as customer engagement, renewals, retention, and churn. 

Your dedication to our mission and customer-centric approach will ensure you create seamless and positive experiences for our customers. You will share innovative ideas on product improvement with cross-functional teams, with a focus on driving continuous improvement initiatives.

About You:

• 2-3 years experience working in Customer Success or equivalent
• A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
• Persuasion and presentation skills, with the ability to communicate up and down an organization
• Passionate about building lasting relationships with customers and colleagues
• Highly empathetic. Ability to actively listen, understand customer pain points and take action
• Enjoys working in a fast-paced organization & easily adapt to changes in roles and responsibilities 
• This position is based in the Philippines supporting US-based customers. It’s important that you are comfortable working US hours with a diverse global team. 

How You Will Spend Your Time:

• You’ll manage a portfolio of small to medium sized customers, with the objective of proactively driving product adoption and stickiness at scale
• Partner with your customers to understand their current and future business goals and challenges that translate into strategies utilizing SafetyCulture
• Become a trusted advisor to key stakeholders to enable the best customer experience possible. 
• You’ll be a product expert with the ability to advise your customers on SafetyCulture and industry best practices.
• Influence the product strategy to drive adoption and retention by being the voice of the customer.
• Collaborate with the sales team to identify areas of opportunity and ensure “non-event” renewals.

Nice To Have:

• Experience working in B2B SaaS
• Familiarity with systems such as Salesforce, Vitally, Gainsight, and Tableau
• Experience working with Medium-sized to Enterprise customers at scale
• Experience in Communities, forums and communications en masseAbility to go high and wide in a customer’s organization - multithreading
• You have familiarity with Bow-tie and SPICED methodology

Work Set-up - Hybrid

Shift - AMER (10PM - 6AM)

Location

We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office. 

Check out our Facebook and Instagram pages to get a glimpse of the SafetyCulture life!

The Company

SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila.

Our first product, the SC app, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact this app can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.

This is an exciting time in SafetyCulture’s history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We’ve raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.

At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day.

You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.