Director of Customer Success

4 weeks ago

Manchester, United Kingdom SafetyCulture Full time
Unlock Customer Success with SafetyCulture

SafetyCulture is a pioneering SaaS company that empowers frontline workers to drive operational excellence and prioritize their safety and wellbeing. As a Director of Customer Success, you will play a pivotal role in shaping the customer lifecycle strategy to ensure each customer achieves their desired outcomes and maximizes value from our platform.

Your Key Responsibilities:
  • Lead the UK&I Customer Success function, providing guidance, support, and mentorship to ensure team success in achieving goals.
  • Collaborate with cross-functional teams to deliver against quarterly targets around retention, onboarding, and customer health.
  • Develop and execute a customer success approach that aligns with SafetyCulture's business goals, focusing 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 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 organization.
  • Empower your team to navigate ambiguity and deliver high-quality work by championing resourcefulness and adaptability.
  • Utilize data-driven insights and strong analytical skills to evaluate team performance and impact on customer success metrics.
What We're Looking For:
  • 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.
  • Deep expertise in working across different customer segments, particularly Enterprise-level accounts.
  • 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.
Why SafetyCulture?
  • Equity with high growth potential and a competitive salary.
  • Wellbeing initiatives, including subsidized healthcare, EAP services, and generous parental leave policy.
  • Access to professional and personal training and development opportunities.
  • Opportunities for community involvement, open-source work, attending talks and events, and experimenting with new technologies.

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