Manager of Customer Solutions and Implementation

What you'll be doing

• Manage and lead the Customer Solutions and Implementation team for Europe, providing guidance, support, clear operating mechanisms and coaching to ensure the team’s success in achieving their goals
• Establish best practices for the team in discovering business needs, implementing and onboarding customers and ensuring that customers are set up for success with SafetyCulture 
• Articulate change management and training services for customers and ensure team members are positioned to deliver these services across different user types across customers
• Work closely with Pre-Sales and Customer Success Engineers to ensure effective onboarding of customers 
• Refine and execute a customer success approach that delights and maximises value for our customers
• Monitor and track essential customer success indicators, metrics, and goals, delivering regular reports to leadership on key metrics
• Engage in close collaboration with senior-level executives, global Customer Success leadership, and key stakeholders to align customer success initiatives with broader customer and business goals and amplify our influence throughout the organisation
• Inspire your team by championing resourcefulness, adaptability, and continual improvement, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations
• Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics

What you'll bring

• Prior leadership and team management experience, with a strong background in scaling and leading high-performing Customer Success teams
• Experience in the SaaS industry across multiple countries in Europe in both onboarding and implementation proving you have set customers up for success
• Exceptional communication, presentation, and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
• Strong project management skills
• Clear understanding of technical foundations of a SaaS business, including integrations, APIs, etc
• Effective stakeholder management skills, and ability to build and maintain positive relationships across all levels of organisations
• Strong commercial acumen
• Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of initiatives
• Demonstrated expertise in using customer success tools while driving iterative changes and fostering a culture of continuous improvement
• Ideally, business level fluency in another European language as well as a technical background
• Last but not least, a customer obsessed mindset, and passion for SafetyCulture’s mission

What we offer

• Hybrid working arrangement with a generous lunch reimbursement for in-office days;
• 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.
• Wellbeing initiatives such as wellness sessions, EAP services and generous parental leave policy
• And last, our quarterly celebrations and team events, including the annual Shiplt global team offsite