Senior Customer Success Manager

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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?"

Come join our team of passionate people on a mission to democratise training.

We're looking for a Senior Customer Success Manager to take full ownership of a portfolio of customers. Partnering with customers to understand their business objectives, you will be dedicated to delivering ROI throughout the entire customer lifecycle. As a trusted advisor, you will advocate for our customer's requirements by partnering with key stakeholders to scale value delivery. You will upskill customers on our platform, features and training best practices and provide a level of service that inspires our customers to champion SC Training.

Our Customer Success team partners with customers to create and execute on a rollout plan. Once on-boarded, our Customer Success Managers are responsible for driving adoption, retention, and advocacy of SC Training contributing to SafetyCulture's growth, working towards metrics such as customer engagement, renewals, retention, and churn.

Your dedication to our mission and customer-centric approach will ensure you create seamless and positive experiences for our customers. You will share innovative ideas on product improvement with cross-functional teams, with a focus on driving continuous improvement initiatives.

How you'll spend your time

• You'll manage a portfolio of customers ranging from mid market to enterprise, with the objective of proactively driving deep product activation and adoption.
• Strategically partner with your customers to understand their current and future business goals and challenges that translate into strategies utilising SC Training.
• Become a trusted advisor to key stakeholders to enable the best customer experience possible.
• You'll be a product expert with the ability to advise your customers on training best practices.
• Influence the product strategy to drive adoption and retention by being the voice of the customer.
• Collaborate with the sales team to identify areas of opportunity and ensure "non-event" renewals.

What you'll need

• Prior experience in a Customer Success Manager role
• Demonstrated ability coaching and mentoring others
• A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
• Persuasion and presentation skills, with the ability to communicate up and down an organisation
• Passion for building lasting relationships with customers and colleagues
• Empathy, ability to actively listen, understand customer pain points, and take action
• Ability to work in a fast-paced organisation and adaptability to changes in roles and responsibilities

At SafetyCulture, we care about people and growing the team, through:

• 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 and the local SafetyCulture office;
• 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.

You'll also receive other perks such as:

• In-house Culinary Crew serving up daily breakfast, lunch and snacks
• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
• Quarterly celebrations and team events, including the annual Shiplt global offsite
• Table tennis, board games, gym sessions, book club, and pet-friendly offices.

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.