Manager of Customer Success

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?"

Are you a strategic and purpose driven leader motivated to deliver exceptional customer outcomes? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment? 

Then, we welcome you to join our team as Manager of Customer Success!

In this role, you'll play a pivotal part in refining our customer success strategy and ensuring the delivery of a world class experience to SafetyCulture customers. Your business acumen and hands on approach will ensure strategic objectives align to company vision and goals with a focus on driving customer retention, advocacy and expansion. You will mentor, lead and inspire an established customer success team and partner with key stakeholders across the organisation to foster an ongoing culture of collaboration, knowledge sharing and innovation

What you'll be doing

• Manage and lead a team in the UKIMEA Customer Success organisation, providing guidance, support and coaching to ensure the team’s success in achieving their goals.
• Help the team deliver against quarterly targets around retention, net growth, and platform adoption.
• Refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion, and advocacy.
• Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health, and retention.
• Engage in close collaboration with senior-level executives, global Customer Success leadership and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation.
• Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations.
• Through taking ownership and driving impactful initiatives, you will tackle issues like scalable onboarding, retention, and heighten engagement and usage, contributing to our continued growth and success.
• Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics.

Experience you'll bring

• Prior leadership and team management experience, with a strong background in scaling and leading high-performing Customer Success teams
• Experience in the SaaS business model, driving business growth through demonstrated practices of reducing churn and contraction and delivering strong NRR growth
• Exceptional communication and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
• Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of customer success initiatives
• Strategic Innovator, you excel in thinking creatively and generating inventive solutions to overcome challenges
• Demonstrated expertise in using customer success tools while driving iterative changes and fostering a culture of continuous improvement
• Last but not least, a customer obsessed mindset, and passion for SafetyCulture’s mission

What we offer

• Equity with high growth potential, and a competitive salary
• In-house Culinary Crew serving up breakfast, lunch and snacks
• We accommodate flexible working arrangements alongside our 3-days per week hybrid work approach in our brand new Manchester city office
• Wellbeing initiatives such as subsidised fitness programs, meditation sessions, EAP services and generous parental leave policy
• Access to professional and personal training and development opportunities; Hackathons, Workshops, Lunch & Learns;
• We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
• And last, our quarterly celebrations and team events, including the annual Shiplt global offsite

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. 

You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.

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.