Customer Success Manager

4 weeks ago

Manchester, United Kingdom SafetyCulture Full time

About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at SafetyCulture. As a key member of our Customer Success organization, you will play a pivotal role 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 ShipIt global offsite.

We are committed to making reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. We seek to make SafetyCulture a place where our people can bring their whole authentic selves to work each day. You can find out more about life at SafetyCulture via our website, social media, and other channels. To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.

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