Customer Success Manager

6 days ago


Kansas City, Kansas, United States SafetyCulture Full time
About the Role

SafetyCulture is a global leader in the SaaS industry, dedicated to helping distributed working teams improve every day. As a Manager, Customer Success, you will play a critical role in ensuring our customers achieve their desired outcomes through the effective use of our platform.

Key Responsibilities
  • Partner with customers to drive adoption, retention, expansion, and advocacy of our product, aligning with SafetyCulture's growth targets.
  • Develop and execute strategies to identify trends in retention, expansion, customer insights, and product feedback, collaborating with cross-functional stakeholders to address key areas of opportunity.
  • Work closely with the Director of Customer Success to develop and deliver plans to scale Customer Success at SafetyCulture.
  • Monitor at-risk customers and renewals, ensuring CSMs are aligned with risk mitigation processes and engaging cross-functional teams as necessary.
  • Regularly review CSM calls in Gong, providing feedback to ensure performance expectations are met and driving continual development of team members.
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).
What We Offer
  • Equity with high growth potential and a competitive salary.
  • Flexible working arrangements, including the option to work from home and our local office.
  • 401k and generous medical insurance plans.
  • In-house chef serving daily breakfast, lunch, and snacks.
  • Wellbeing initiatives, including subsidized fitness programs and EAP services.
  • Paid parental leave and access to professional and personal training and development opportunities.
  • Hackathons, workshops, and quarterly celebrations.

SafetyCulture is committed to building inclusive teams and cultivating a sense of belonging. We prioritize diversity and value individuals with potential over a checklist of qualifications. If you're passionate about customer success and want to be part of a dynamic team, we encourage you to apply.



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