Director of Customer Success

2 months ago

London, Greater London, United Kingdom SafetyCulture Full time
Customer Success Director

SafetyCulture is a customer and product-led SAAS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.

About the Role

We are seeking a seasoned Customer Success Director to join our Go-To-Market team in the UK and Ireland region. As a key member of our leadership team, you will play a pivotal role in building the vision and strategy of the customer lifecycle to ensure each customer achieves their desired outcomes and maximises value in SafetyCulture's platform.

Key Responsibilities
  • 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
What We Offer
  • 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.

We're committed to creating an inclusive and diverse workplace, where everyone can bring their authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates.

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