Remote Manager, Customer Success

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SafetyCulture

πŸ“Remote - United States

Job highlights

Summary

Join our team as a Manager, Customer Success to drive adoption, retention, expansion and advocacy of the SafetyCulture platform, contributing to the company's goals and growth targets.

Requirements

  • 5+ years of experience in customer success, account management, or a related field within the SaaS industry
  • 2+ years of proven experience managing and coaching a team to achieve performance metrics
  • 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, Salesforce)

Responsibilities

  • Track CSM activities and ensure expectations are being met consistently to drive predictable outcomes
  • Monitor at-risk customers/renewals and ensure CSMs are aligning to risk mitigation process, including engagement of cross functional teams where necessary
  • Regularly review CSM calls in Gong and provide feedback to ensure performance expectations are being met and drive continual development of team members
  • Provide regular renewal forecasting updates to Director of Customer Success and proactively flag risks
  • Create playbooks and processes to drive outcomes for the business
  • Identify trends in retention, expansion, customer insights, product feedback, etc. and partner with cross-functional stakeholders to develop strategies/initiatives to address key areas of opportunity
  • Partner with the Director of Customer Success to develop and deliver plans to scale Customer Success at SafetyCulture

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

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