SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. Our HQ is in Sydney, and alongside our Manchester office located in the heart of the city centre, we also have a presence in Kansas City, Amsterdam, Manila, and Townsville.
With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"
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 role for a SaaS product
- 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:
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.
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.
