An opportunity has arisen for a Manager, Customer Success to join our EMEA team.
Our Customer Success team partners with customers to ensure outcome alignment and value realisation through their use of the SafetyCulture platform. Once onboarded, Customer Success Managers are responsible for driving adoption, retention, expansion and advocacy of our product, directly contributing to SafetyCulture’s goals and growth targets.
As Manager, Customer Success, your dedication to our mission, customer-centric approach, and commitment to elevating Customer Success standards and ways of working will ensure consistent target achievement and the continued development of the team. You’ll also share innovative ideas and collaborate regularly with cross-functional teams, with a focus on driving continuous improvement initiatives.
About You
You are a people-first leader who fosters a culture of accountability, development, and continuous improvement.
You will bring:
A strong understanding of SaaS business models and Customer Success metrics (GRR, NRR, Net ARR)
Excellent communication, interpersonal, and leadership skills
The ability to analyse customer data, develop insights, and drive strategic initiatives
Proficiency with Customer Success tools and CRM software (e.g., Gainsight, Salesforce)
You are dedicated to developing high-performing Customer Success Managers and embedding best-in-class processes and standards across the team, while maintaining a strong customer-centric mindset aligned to our mission.
In this role you will:
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, modelling 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
Analyse customer data to identify trends, risks, and opportunities, implementing strategies to enhance customer experience, retention and expansion
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
Access to our Leadership Academy as part of your ongoing growth and development journey
You’ll Also Receive Other Perks Such As
Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
Quarterly celebrations and team events
Gym sessions, book club, pet-friendly offices and more
If you are interested in exploring this opportunity, we encourage you to apply via the internals career link. Should you have any questions, please feel free to reach out to Siobhan Worley in the Talent Acquisition team.
