Customer Success Manager
4 weeks ago
SafetyCulture is a global, product-led SaaS company with a mission to help distributed working teams improve every day. We're a mobile-first operations platform that empowers workers to have a voice, and leaders to gain visibility, making better decisions in the workplace daily.
As a Manager, Customer Success, you'll partner with customers to ensure outcome alignment and value realization through their use of the SafetyCulture platform. Your dedication to our mission, customer-centric approach, and coaching towards best-in-class Customer Success processes and behaviors will drive consistent target achievement and development of the Customer Success team.
Key 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
- 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
- 401k
- Generous Medical Insurance plans
- In-house Chef serving up daily breakfast, lunch, and snacks
- Wellbeing initiatives such as subsidized fitness programs, EAP services
- Paid Parental Leave
- 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
- Freshly brewed coffee, beers, boutique wines, and a range of non-alcoholic beverages
- Quarterly celebrations and team events
- Pickle Ball Court, modern workspace, and pet-friendly office
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 that has seen us recognized as a Best Place to Work in Australia, the US, and the UK.
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Customer Success Manager
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