Customer Success Manager (CSM) for AMER - Scaled
SafetyCulture
Customer Service, Sales & Business Development
Manila, Philippines
Posted 6+ months ago
SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.
The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth.
Role Description:
As a Customer Success Manager (CSM) - Scaled, you will be responsible for managing a portfolio of 100+ customers, ensuring their success with SafetyCulture. Your focus will be on customer retention, adoption, and use-case growth by leveraging data-driven insights and scalable customer engagement strategies. You’ll work closely with cross-functional teams to improve customer experiences and drive measurable business impact.
Key Responsibilities:
- Retention & Expansion: Ensure customers achieve their desired outcomes with SafetyCulture, leading to strong retention and growth in use cases
- Driving Product Stickiness: Encourage deep adoption of SafetyCulture by ensuring customers leverage key product features that align with their business goals.
- Risk Mitigation: Proactively identify and address risks that could lead to churn by leveraging data insights and customer health metrics.
- Scaled Customer Success: Manage a high-volume portfolio (100+ customers) using digital engagement, automation, and strategic interventions.
- Data-Driven Decision Making: Analyze customer usage data, health scores, and trends to continuously optimize your customer portfolio and proactively address risks and uncover expansion opportunities.
- Tooling & Automation: Leverage customer success tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement.
- Customer Advocacy & Value Realization: Ensure customers understand the value of SafetyCulture, providing best practices and recommendations to maximize adoption.
- Cross-Functional Collaboration: Work closely with sales, support, and product teams to deliver a seamless customer experience.
What and Who We’re Looking For:
- 5+ years of professional experience, with at least 2-3 years in a Customer Success role (preferably in SaaS or a technology-driven company).
- Experience managing a large portfolio of customers at scale, using digital and automated success motions.
- Strong analytical skills – ability to interpret customer data and take action.
- Proficiency in Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar platforms).Excellent communication and relationship-building skills.
- Ability to prioritize and multitask in a fast-paced environment.
- This position is based in the Philippines supporting US-based customers. It’s important that you are comfortable working US hours with a diverse global team.
Nice To Have:
- Experience working in B2B SaaS
- Familiarity with systems such as Salesforce, Vitally, Gainsight, and Tableau
- Experience working with Medium-sized to Enterprise customers at scale
- Experience in Communities, forums and communications en masseAbility to go high and wide in a customer’s organization - multithreading
- You have familiarity with Bow-tie and SPICED methodology
Work Set-up - Hybrid
Shift - AMER (10PM - 6AM)
Location
We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office.
The Company
SafetyCulture is a customer and product-driven 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.
Our first product, the SC app, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact this app can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.
This is an exciting time in SafetyCulture’s history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We’ve raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.
At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day.