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Customer Success Manager

2 months ago

Kansas City, Missouri, United States SafetyCulture Full time

About SafetyCulture: SafetyCulture is a worldwide, product-driven SaaS organization dedicated to empowering distributed teams to enhance their performance daily.

We offer a mobile-centric operations platform that amplifies the voices of workers while providing leaders with the visibility needed to make informed decisions in the workplace.

Our goal is to unite teams to foster a culture of continuous improvement across all organizations.

We are currently seeking a Customer Success Manager to join our dynamic team.

Role Overview: Our Customer Success team collaborates closely with clients to ensure alignment of outcomes and realization of value through their engagement with the SafetyCulture platform.

Once clients are onboarded, Customer Success Managers are tasked with driving product adoption, enhancing retention, facilitating expansion, and cultivating advocacy, all of which are crucial to achieving SafetyCulture's objectives and growth aspirations.

Your commitment to our mission, customer-focused mindset, and dedication to mentoring will be key in ensuring consistent achievement of targets and the ongoing development of the Customer Success team.

Key Responsibilities:

  • Monitor Customer Success Manager activities to ensure expectations are consistently met, driving predictable outcomes.
  • Identify at-risk customers and renewals, ensuring that CSMs engage in risk mitigation processes, including collaboration with cross-functional teams as necessary.
  • Conduct regular reviews of CSM calls and provide constructive feedback to meet performance expectations and foster continuous development.
  • Deliver regular renewal forecasting updates to the Director of Customer Success and proactively highlight potential risks.
  • Create playbooks and processes to enhance business outcomes.
  • Analyze trends in retention, expansion, customer insights, and product feedback, partnering with cross-functional stakeholders to devise strategies and initiatives addressing key opportunities.
  • Collaborate with the Director of Customer Success to develop and implement scalable Customer Success plans at SafetyCulture.

Qualifications:

  • Minimum of 5 years of experience in customer success, account management, or a related field within the SaaS sector.
  • At least 2 years of proven experience in managing and coaching a team to meet performance metrics.
  • Strong understanding of SaaS business models and customer success metrics (e.g., GRR, NRR, Net ARR).
  • Exceptional communication, interpersonal, and leadership skills.
  • Adept at analyzing data, generating insights, and driving strategic initiatives.
  • Familiarity with customer success tools and CRM software (e.g., Vitally, Salesforce).
  • Strong problem-solving abilities and capacity to thrive in a fast-paced, dynamic environment.

Benefits:

  • Equity with high growth potential and a competitive salary.
  • Flexible working arrangements to create an optimal work-life blend.
  • 401k plan.
  • Comprehensive medical insurance options.
  • In-house chef providing daily meals and snacks.
  • Wellbeing initiatives, including subsidized fitness programs and EAP services.
  • Paid parental leave.
  • Access to professional and personal development opportunities.
  • Engagement in community activities, open-source projects, and technology experimentation.
  • Access to a variety of beverages and modern workspace amenities.
  • Regular team celebrations and events.
  • Pet-friendly office environment.