The Role
The Director of Customer Success leads and manages the APAC team, focusing on customer retention, advocacy, and driving value through strong leadership and collaboration with cross-functional teams.
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.
An awesome opportunity has arisen for a Manager, Customer Success to join our team! Our Customer Success team partners with customers to ensure outcome alignment and value realization through their use of the SafetyCulture platform. Once onboarded, Customer Success Managers are responsible for driving adoption, retention, expansion and advocacy of our product, which directly contributes to SafetyCulture’s goals and growth targets.
Your dedication to our mission, customer centric approach and dedication to coaching toward best in class Customer Success processes and behaviors will ensure consistent target achievement and development of the Customer Success team. You will share innovative ideas and collaborate regularly with cross functional teams with a focus on driving continuous improvement initiatives.
How you will spend your time?
- Inspire, coach and mentor a team of Customer Success Managers to drive adoption, business outcomes, and long-term value for their customers
- Ensure a proactive and consultative approach to customer engagement, driving successful renewals and expansion opportunities
- Act as an executive sponsor for key accounts, modeling best-in-class engagement and strategic account management
- Partner with Sales, Product, Support, and Marketing teams to improve customer experience and advocate for customer needs
- Consistently review CSM calls in Gong, providing feedback to uphold performance standards and foster continuous team development
- Proactively communicate customer retention risks and partner with team members on long-term mitigation strategies
- Establish and refine CSM playbooks, processes, and best practices, ensuring consistency and scalability across the team
- Analyze customer data to identify trends, risks, and opportunities, implementing strategies to enhance customer experience, retention and expansion
What we’re looking for?
- Experienced leader with a track record of building and developing high-performing customer success teams focused on scaled customers
- A people-first leader who fosters a culture of accountability, development, and continuous improvement
- Strong understanding of SaaS business models and Customer Success metrics (GRR, NRR, Net ARR)
- Excellent communication, interpersonal, and leadership skills
- Ability to analyze data, develop insights, and drive strategic initiatives
- Proficiency with customer success tools and CRM software (e.g., Gainsight, Salesforce)
- Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment
- Experience working in scaling organizations is desirable
- Industry experience in Construction, Manufacturing, Retail, Hospitality, Transportation, Logistics, Energy or Government and Municipalities is desirable
More than a job:
- Equity with high growth potential, and a competitive salary
- Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
- Access to professional and personal training and development opportunities
- Hackathons, Workshops, Lunch & Learns
- We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies
Office Benefits:
- In-house Culinary Crew serving up daily breakfast, lunch and snacks
- Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
- Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events, including our Shiplt global offsite
- On-site gym, table tennis, board games, books library, and pet-friendly offices
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.
Skills Required
- Proven senior leadership experience in customer success
- Demonstrated ability to build and scale a high-performing CS team
- Hands on approach to leadership and willingness to learn product
- Deep expertise in building customer success at scale
- Strong strategic thinking and business acumen
- Exceptional communication and collaboration skills
- Results-oriented mindset with focus on driving customer value
- Experience in contract negotiation and revenue forecasting
- Deep understanding of SaaS business models and customer lifecycle management
- Ability to thrive in fast-paced, dynamic environment
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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.
