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Principal Customer Onboarding Manager



Customer Service
Sydney, NSW, Australia
Posted on Tuesday, June 18, 2024
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 delivery of SafetyCulture’s implementations with new or expanding customers.
This role will build credible relationships with C-Suite stakeholders and executive sponsors, and be seen as a strategic partner that can consult and guide our customers through complex and global rollouts.

How you will spend your time:

  • Take ownership of success criteria discovery. Translating customer challenges and business objectives into a measurable strategy
  • Managing complex and global rollouts, by utilising project documentation to effectively manage project delivery timelines. Working with multiple stakeholders at a time to keep the customer and internal stakeholders accountable
  • Acts as a consultant, educator and trusted advisor to customers
  • Acts as an orchestrator of internal SafetyCulture resources (product management, engineering, success, support) to provide the customer with the required expertise on demand
  • Develops 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
  • Collaborating with our sales team to support their pre-sales efforts on scoping the implementation
  • Collaborating with Sales on SoWs and RFPs
  • Seeking and identifying growth opportunities with discovery questions and creative ways to solve problems that can broaden the impact of SC
  • Mentoring 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 positive relationships
  • Effective presentation skills
  • Expertise in time management and prioritization to meet deadlines and manage competing tasks efficiently
  • Negotiation skills to achieve mutually beneficial agreements with stakeholders
  • Active listening skills to understand the needs and concerns of customers and stakeholders
  • Creative problem-solving abilities to address challenges and find innovative solutions

We care about people:

  • At SafetyCulture, we care about people and growing the team, through:
  • Equity with high growth potential
  • 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

Office Benefits:

  • 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