Customer Success Team Lead

2 months ago

Manchester, United Kingdom SafetyCulture Full time

About the Role

We are seeking a highly skilled and experienced Strategic Customer Success Manager to join our team at SafetyCulture. As a key member of our Customer Success organization, you will play a pivotal part in refining our customer success strategy and ensuring the delivery of a world-class experience to our customers.

Key Responsibilities

  • Manage and lead a team in the UKIMEA Customer Success organization, 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 organization.
  • 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.

What We Offer

  • 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 subsidized 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.

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