Manager, Customer Success

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)
• Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment
• Experience working in a scaling org
• Strong Enterprise / Strategic experience

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