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Principal Customer Onboarding Manager



Customer Service
Kansas City, MO, USA
Posted on Tuesday, June 18, 2024
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.
As Principal Customer Onboarding Manager, you will serve as the main point of contact for SafetyCulture’s largest and most strategic customers. You will leverage your project management expertise to ensure timely and successful implementations and product adoption.
This role will build and maintain deep and meaningful relationships with C-Suite stakeholders and executive sponsors, being recognised as a strategic partner that can consult and guide our customers through complex and global rollouts, empowering the SC champions of the future.

How you will spend your time:

  • Owning pre-sales activities to support our sales process, as well as developing the beginning project and product scope that will support an implementation
  • Collaborating with Sales on SoWs and RFPs
  • Taking ownership of solution and success criteria discovery. Translating customer challenges and business objectives into a Customer Results Strategy and proving ROI at every stage of the journey
  • Managing complex and global rollouts, utilising project documentation to effectively manage project delivery timelines
  • Working with multiple stakeholders at a time and being assertive to keep customer’s accountable and ensure quick time to value
  • Acts as a consultant, educator and trusted advisor to customers and as an orchestrator of the relevant SC resources (product management, engineering, success, support) to provide the customer with the required expertise on demand
  • Developing mechanisms for communication, change management and training at scale to support large businesses
  • Strong understanding of our product and integration functionality, as well as deep customer industry knowledge to solve complex customer requirements. Combining the two together to identify new use cases for adoption and growth which make our customers successful
  • Seeking and identifying growth opportunities with discovery questions and creative ways to solve problems that can broaden the impact of SCMentoring and improving others’s ability to deliver great work

About you:

  • Proficient in understanding the customer lifecycle and its significance in driving business growth
  • Experience within SaaS and implementing software
  • Well-versed in change management practices
  • Familiarity with project management methodologies to ensure successful project execution
  • Ability to leverage and interpret relevant customer metrics for informed decision-making
  • Strong communication and storytelling abilities to convey complex ideas effectively
  • Skilled in stakeholder management to build and maintain relationships
  • Effective presentation skills
  • Expertise in time management and prioritization to meet deadlines and manage competing tasks efficiently
  • Active listening skills to understand the needs and concerns of customers and stakeholders
  • Creative problem-solving abilities to address challenges and find innovative solutions

More than a job!

  • 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 snacksWellbeing initiatives such as subsidised fitness programs, EAP services
  • Paid Parental Leave
  • The work we do has real purpose, we are working to improve how millions of front line workers and leaders do their jobs every day and getting them home safely
  • 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 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
You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.
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. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. E-Verify Works for Everyone. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 or