Director of Customer Success

September 7

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SafetyCulture

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Powering an improvement movement.

App Development • UI/UX Design • Software Engineers • Platform Development • iOS Development

501 - 1000

Description

• Manage and lead the UK&I Customer Success function, providing guidance, support and mentorship to ensure the team’s success in achieving their goals. • Help the team deliver against quarterly targets around retention, onboarding and customer health. • Refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion and advocacy. • Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health, and retention. • Engage in close collaboration with senior-level executives, global CS leadership and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation. • Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations. • Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics.

Requirements

• Proven senior leadership experience in customer success as a CS leader of leaders • Demonstrated ability to build and scale high-performing CS teams, ideally from a PLG SaaS company • Having deep expertise in working across different customer segments, in particular Enterprise level accounts • You use data, empathy and good judgement to guide your approach to solving problems • Strong strategic thinking and business acumen, with the ability to translate market insights into actionable customer strategies • Exceptional communication, negotiation, and presentation skills • Results-oriented mindset with a focus on driving customer value and revenue growth • Contract negotiation and revenue forecasting experience • Deep understanding of SaaS business models, customer lifecycle management, and customer success strategies • Experienced in CS and sales processes, methodologies and frameworks • Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity

Benefits

• Equity with high growth potential, and a competitive salary • Wellbeing initiatives such as subsidised healthcare, EAP services and generous parental leave policy • 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. • In-house Culinary Crew serving up daily breakfast, lunch and snacks daily • Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages • Quarterly celebrations and team events, including the annual Shiplt global offsite • Table tennis, board games, books library, and pet-friendly offices.