About the position
SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day. We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation. Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe. 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. Our US Headquarters are in Kansas City, but this position can be remote in Austin, TX.
Responsibilities
- Inspire, coach and mentor a team of Enterprise 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 Enterprise 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
Requirements
- Experienced leader with a track record of building and developing high-performing customer success teams focused on enterprise customers
- A people-first leader who fosters a culture of accountability, development, and continuous improvement
- Proven track record of managing Enterprise or Strategic accounts with high ARR/high opportunity to expand
- 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., Vitally/Gainsight, Salesforce)
- Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment
- Experience working in large enterprise organizations (10k+ employees) as well as scaling organizations is desirable
- Industry experience in Construction, Manufacturing, Retail, Hospitality, Transportation, Logistics, Energy or Government and Municipalities is very desirable
- Located in Austin, TX
Nice-to-haves
- Experience working in large enterprise organizations (10k+ employees)
- Industry experience in Construction, Manufacturing, Retail, Hospitality, Transportation, Logistics, Energy or Government and Municipalities
Benefits
- 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
- 401k
- Generous Medical Insurance plans
- Wellbeing initiatives such as subsidised fitness programs, EAP services
- Paid Parental Leave
- 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
- Quarterly celebrations and team events
- 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.
