SafetyCulture
Manager, Customer Success
SafetyCulture, Kansas City, Missouri, United States, 64101
Manager, Customer SuccessKansas City
Sales & Success – Customer Success
Full-time
Hybrid
SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day.
We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation.
Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe.
An awesome opportunity has arisen for a Manager, Customer Success to join our team!
Our Customer Success team partners with customers to ensure outcome alignment and value realization through their use of the SafetyCulture platform. Once onboarded, Customer Success Managers are responsible for driving adoption, retention, expansion and advocacy of our product, which directly contributes to SafetyCulture’s goals and growth targets.
Your dedication to our mission, customer centric approach and dedication to coaching toward best in class Customer Success processes and behaviors will ensure consistent target achievement and development of the Customer Success team. You will share innovative ideas and collaborate regularly with cross functional teams with a focus on driving continuous improvement initiatives.
About You:
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)
Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment
How You Will Spend Your Time:
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
Benefits:
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 subsidised 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.
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.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
#J-18808-Ljbffr
Sales & Success – Customer Success
Full-time
Hybrid
SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day.
We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation.
Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe.
An awesome opportunity has arisen for a Manager, Customer Success to join our team!
Our Customer Success team partners with customers to ensure outcome alignment and value realization through their use of the SafetyCulture platform. Once onboarded, Customer Success Managers are responsible for driving adoption, retention, expansion and advocacy of our product, which directly contributes to SafetyCulture’s goals and growth targets.
Your dedication to our mission, customer centric approach and dedication to coaching toward best in class Customer Success processes and behaviors will ensure consistent target achievement and development of the Customer Success team. You will share innovative ideas and collaborate regularly with cross functional teams with a focus on driving continuous improvement initiatives.
About You:
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)
Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment
How You Will Spend Your Time:
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
Benefits:
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 subsidised 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.
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.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
#J-18808-Ljbffr