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Customer Success Manager



Manchester, UK
Posted on Tuesday, June 18, 2024
SafetyCulture is a customer and product-lead SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila.
We are continuously building a technology platform and products that gives front line workers a voice and leaders the visibility to make smart decisions in driving safety, quality and continuous improvement.
Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"
Our values are what we live by and how we behave internally. They define who we are, and are the driving force behind our actions, decisions and behaviours. They are the pillars that support our customers and our people to do their best work everyday, you can find out more via this link -
We are growing as a company and looking for self-motivated people that value collaboration, trust, growth and are customer obsessed.
An awesome opportunity has arisen for a Customer Success Manager to join our team!
The Customer Success Manager role will partner with our SC customers as they transition from onboarding to ensure long term success with the platform. This role will build and maintain deep and meaningful relationships with key customer stakeholders and act as an advocate internally, collaborating with Sales and Product teams to contribute to the ongoing improvement of our product and processes. This role is centered on working with customers to achieve their business goals, acting as an advisor to our customers and aligning new uses of the platform and its features with tangible customer outcomes that inspire our customers to champion the SC platform.

How you'll spend your time:

  • You'll manage a book of business and ensure the retention, net growth, and platform adoption within your portfolio
  • You'll seek and identify growth opportunities with discovery questions and creative ways to solve problems that can broaden the impact of SC
  • You'll build and maintain strong relationships with key customer and business stakeholders
  • You'll develop and execute comprehensive strategies to retain and grow your customers
  • You'll align key results to tangible business outcomes and establishing ROI.
  • You'll deliver training and best practices as our customers expand and grow their teams.
  • You'll command a strong understanding of our product functionality and seamlessly translate business use cases to existing functionality, while identifying new ways of working with new features.
  • Think Customer! With a deep understanding of our customer and their needs, you'll advocate for them internally and support product development.

About you:

  • You bring a background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
  • You have persuasion and presentation skills, with the ability to communicate up and down an organisation
  • You are passionate about building lasting relationships with customers and colleagues
  • You're an active listener and can understand customer pain points and take action
  • You enjoy working in a dynamic scale-up organisation that puts customers at the heart of what we do

At SafetyCulture, we care about people and growing the team, through:

  • 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;
  • 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.
  • You’ll also receive other perks such as:
  • In-house Culinary Crew serving up daily breakfast, lunch and snacks
  • Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
  • Quarterly celebrations and team events, including the annual Shiplt global offsite
  • Table tennis, board games, gym sessions, book club, and pet-friendly offices.
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 which has seen us recognised as a Best Place to Work in Australia, the US and the UK.
You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.
More than 28,000 organisations use our SafetyCulture platform, to perform checks, train staff, report issues, automate tasks and communicate fluidly. SafetyCulture powers over 600 million checks per year, approximately 50,000 lessons per day and millions of corrective actions, giving leaders visibility and workers a voice in driving safety, quality and efficiency improvements.
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.