The Role
The Senior Customer Success Manager will manage customer relationships, ensure retention and growth, and act as an advocate for customer needs and outcomes with internal teams.
Summary Generated by Built In
Why join us?
We’re a global tech company, just not the kind you’re picturing.
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 - fuelled 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 Senior Customer Success Manager to join our team!
The Senior Customer Success Manager role will partner with our SC customers as they transition from onboarding to ensure long term success with the platform. This role will build and maintain deep and meaningful relationships with key customer stakeholders and act as an advocate internally, collaborating with Sales and Product teams to contribute to the ongoing improvement of our product and processes. This role is centered on working with customers to achieve their business goals, acting as an advisor to our customers and aligning new uses of the platform and its features with tangible customer outcomes that inspire our customers to champion the SC platform.
How you'll spend your time:
- You'll manage a book of business and ensure the retention, net growth, and platform adoption within your portfolio
- You'll seek and identify growth opportunities with discovery questions and creative ways to solve problems that can broaden the impact of SC
- You'll build and maintain strong relationships with key customer and business stakeholders
- You'll develop and execute comprehensive strategies to retain and grow your customers
- You'll align key results to tangible business outcomes and establishing ROI.
- You'll deliver training and best practices as our customers expand and grow their teams.
- You'll command a strong understanding of our product functionality and seamlessly translate business use cases to existing functionality, while identifying new ways of working with new features.
- Think Customer! With a deep understanding of our customer and their needs, you'll advocate for them internally and support product development.
About you:
- You bring prior experience as a Customer Success Manager for a SaaS product
- You bring deep experience in any of the following industries: construction, manufacturing, logistics, and/or infrastructure
- You have demonstrated ability to coach and mentor others as a senior member of the team
- You bring a background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
- You have persuasion and presentation skills, with the ability to communicate up and down an organisation
- You are passionate about building lasting relationships with customers and colleagues
- You're an active listener and can understand customer pain points and take action
- You enjoy working in a dynamic scale-up organisation that puts customers at the heart of what we do
At SafetyCulture, we care about people and growing the team, through:
- 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.
- In-house Culinary Crew serving up daily breakfast, lunch and snacks
- Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events, including the annual Shiplt global offsite
- Table tennis, board games, gym sessions, book club, and pet-friendly offices.
You’ll also receive other perks such as:
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.
Top Skills
SaaS
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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.
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