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Director of Customer Success
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Manchester, United Kingdom SafetyCulture Full timeJob Title: Director of Customer SuccessAt SafetyCulture, we're on a mission to empower front-line workers to drive operational excellence and take ownership of their safety and wellbeing. We're seeking a seasoned Director of Customer Success to join our UK and Ireland region team.About the RoleWe're looking for a strategic, purpose-driven leader with a track...
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Director of Customer Success
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Manchester, United Kingdom SafetyCulture Full timeJob Title: Director of Customer SuccessAt SafetyCulture, we're on a mission to empower front-line workers to drive operational excellence and take ownership of their safety and wellbeing. We're seeking a seasoned Director of Customer Success to join our UK and Ireland region team.About the RoleWe're looking for a strategic, purpose-driven leader with a track...
Customer Success Leadership Role
2 months ago
We are seeking a seasoned Customer Success leader to join our Go-To-Market team at SafetyCulture. As a key member of our organization, you will be responsible for leading and managing the UK&I Customer Success function, providing guidance, support, and mentorship to ensure the team's success in achieving their goals.
The ideal candidate will have a proven track record in SaaS Customer Success, with experience in building and scaling high-performing CS teams. You will be responsible for delivering against quarterly targets around retention, onboarding, and customer health, and refining and executing a customer success approach that aligns with SafetyCulture's business goals.
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 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.
- Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics.
We are seeking a strategic, purpose-driven leader with a track record in SaaS Customer Success. The ideal candidate will have:
- 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, in particular Enterprise level accounts.
- You use data, empathy, and good judgment 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.
We offer a competitive salary and equity with high growth potential. We prioritize wellbeing initiatives, including subsidized healthcare, EAP services, and generous parental leave policy. We provide access to professional and personal training and development opportunities. We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies. We offer a range of perks, including in-house culinary services, barista coffee machine, craft beer on tap, boutique wines, and a range of non-alcoholic beverages. We celebrate quarterly and team events, including the annual Shiplt global offsite. We have table tennis, board games, books library, and pet-friendly offices.
