Manager of Customer Success

July 16

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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 a team in the UKIMEA Customer Success organisation, providing guidance, support and coaching to ensure the team’s success in achieving their goals. • Help the team deliver against quarterly targets around retention, net growth, and platform adoption. • 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 Customer Success 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. • Through taking ownership and driving impactful initiatives, you will tackle issues like scalable onboarding, retention, and heighten engagement and usage, contributing to our continued growth and success. • Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics.

Requirements

• Prior leadership and team management experience, with a strong background in scaling and leading high-performing Customer Success teams • Experience in the SaaS business model, driving business growth through demonstrated practices of reducing churn and contraction and delivering strong NRR growth • Exceptional communication and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders • Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of customer success initiatives • Strategic Innovator, you excel in thinking creatively and generating inventive solutions to overcome challenges • Demonstrated expertise in using customer success tools while driving iterative changes and fostering a culture of continuous improvement • Last but not least, a customer obsessed mindset, and passion for SafetyCulture’s mission

Benefits

• Equity with high growth potential, and a competitive salary • In-house Culinary Crew serving up breakfast, lunch and snacks • We accommodate flexible working arrangements alongside our 3-days per week hybrid work approach in our brand new Manchester city office • Wellbeing initiatives such as subsidised fitness programs, meditation sessions, 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. • And last, our quarterly celebrations and team events, including the annual Shiplt global offsite