SafetyCulture
Manager, Customer Success
SafetyCulture, Dallas, Texas, United States, 75215
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. Our US Headquarters are in Kansas City, but this position can be remote in Dallas, TX.About You:
5+ years of experience in customer success, account management, or a related field within the SaaS industry2+ years of proven experience managing and coaching a team to achieve performance metricsStrong understanding of SaaS business models and customer success metrics (GRR, NRR, Net ARR)Excellent communication, interpersonal, and leadership skillsAbility to analyze data, develop insights, and drive strategic initiativesProficiency 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 environmentHow You Will Spend Your Time:
Track CSM activities and ensure expectations are being met consistently to drive predictable outcomesMonitor at-risk customers/renewals and ensure CSMs are aligning to risk mitigation process, including engagement of cross functional teams where necessaryRegularly review CSM calls in Gong and provide feedback to ensure performance expectations are being met and drive continual development of team membersProvide regular renewal forecasting updates to Director of Customer Success and proactively flag risksCreate playbooks and processes to drive outcomes for the businessIdentify trends in retention, expansion, customer insights, product feedback, etc. and partner with cross-functional stakeholders to develop strategies/initiatives to address key areas of opportunityPartner with the Director of Customer Success to develop and deliver plans to scale Customer Success at SafetyCultureBenefits:
Equity with high growth potential and a competitive salaryFlexible working arrangements, we encourage you to create the best work blend while working from your home401kGenerous Medical Insurance plansWellbeing initiatives such as subsidised fitness programs, EAP servicesPaid Parental LeaveAccess to professional and personal training and development opportunitiesHackathons, Workshops, Lunch & LearnsQuarterly celebrations and team eventsWe’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.Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you.
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5+ years of experience in customer success, account management, or a related field within the SaaS industry2+ years of proven experience managing and coaching a team to achieve performance metricsStrong understanding of SaaS business models and customer success metrics (GRR, NRR, Net ARR)Excellent communication, interpersonal, and leadership skillsAbility to analyze data, develop insights, and drive strategic initiativesProficiency 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 environmentHow You Will Spend Your Time:
Track CSM activities and ensure expectations are being met consistently to drive predictable outcomesMonitor at-risk customers/renewals and ensure CSMs are aligning to risk mitigation process, including engagement of cross functional teams where necessaryRegularly review CSM calls in Gong and provide feedback to ensure performance expectations are being met and drive continual development of team membersProvide regular renewal forecasting updates to Director of Customer Success and proactively flag risksCreate playbooks and processes to drive outcomes for the businessIdentify trends in retention, expansion, customer insights, product feedback, etc. and partner with cross-functional stakeholders to develop strategies/initiatives to address key areas of opportunityPartner with the Director of Customer Success to develop and deliver plans to scale Customer Success at SafetyCultureBenefits:
Equity with high growth potential and a competitive salaryFlexible working arrangements, we encourage you to create the best work blend while working from your home401kGenerous Medical Insurance plansWellbeing initiatives such as subsidised fitness programs, EAP servicesPaid Parental LeaveAccess to professional and personal training and development opportunitiesHackathons, Workshops, Lunch & LearnsQuarterly celebrations and team eventsWe’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.Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you.
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