Customer Success Manager

Summary

Join SafetyCulture as a Manager, Customer Success and lead a high-performing team focused on enterprise customers. You will inspire, coach, and mentor your team to drive adoption, business outcomes, and long-term value. This role requires proven experience managing enterprise accounts, a strong understanding of SaaS metrics, and excellent communication skills. The position offers a competitive salary, equity, flexible working arrangements, and comprehensive benefits. Located in Austin, TX, this remote position allows you to create the best work blend from home. SafetyCulture is committed to building inclusive teams and offers a supportive work environment.

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
• Located 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

Preferred Qualifications

• 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

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
• Quarterly celebrations and team events