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
About you:
- Experienced leader with a track record of building and developing high-performing customer success teams focused on managing customers at scale
- 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 and comfortable with ambiguity
- 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
Top Skills
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.
