As a Project Lead, Customer Success, you will own and deliver defined Customer Success initiatives that improve efficiency, consistency, and scalability across the lifecycle. You will take scoped problems and drive them through structured design, implementation, and adoption.
This role bridges operational execution and structured problem-solving, ensuring initiatives are delivered with quality, cross-functional alignment, and measurable impact.
What will you be doing?
- Project Management: Design, implement, and manage Customer Success initiatives from problem definition through rollout, adoption, and iteration, including support in defining metrics, to enhance customer satisfaction and retention.
- Operational Scoping: Scope projects and optimize workflows identifying and creating clear documentation (playbooks, process guides and visual aids) that help achieve business outcomes.
- Cross-functional Collaboration: Align with CX, Marketing, Sales, Product, and Enablement to ensure CS initiatives support broader go-to-market priorities.
- Tool enhancements: Partner with Systems teams to enhance the CS tech stack to improve the experience of field teams and reporting to the business.
- Communication: Establish and maintain robust communication channels to ensure alignment across regional and global Customer Experience teams and stakeholders.
What And Who We’re Looking For
- 3+ years of experience in Project Management, Operations, or a Strategic role within a Customer Success, Customer Service or Go-to-Market organization.
- Proven ability to localize and scale operational processes.
- Technological curiosity combined with some experience with project management, customer relationship management, or design tools. Experimentation with AI features a plus.
- Excellent verbal, written, and visual communication skills, with the ability to clearly articulate operational strategies and business outcomes to senior leadership.
- Demonstrated success in working cross-functionally and building strong, collaborative relationships with diverse teams.
- A highly proactive and results-driven mindset with a focus on defining and improving operational processes and performance.
Work setup:
Skills Required
- 3+ years experience in Project Management, Operations, or Strategic role within Customer Success, Customer Service, or Go-to-Market
- Proven ability to localize and scale operational processes
- Some experience with project management, customer relationship management, or design tools
- Technological curiosity
- Experimentation with AI features
- Excellent verbal, written, and visual communication skills, including presenting to senior leadership
- Demonstrated success working cross-functionally and building collaborative relationships
- Proactive, results-driven mindset focused on improving operational processes and performance
- Hybrid work: onsite 3 days/week for first 6 months, then 2 days/week
- Availability to work APAC shift and occasional flexible hours for global collaboration
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.
