Customer Success Director

4 weeks ago

Manchester, United Kingdom SafetyCulture Full time
Customer Success Director

At SafetyCulture, we're on a mission to empower front-line workers to drive operational excellence and take ownership of their safety and wellbeing. As our new Customer Success Director, you'll 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 our platform.

With a commercial mindset and hands-on approach, you'll ensure strategic objectives align to company vision and goals with a focus on driving customer retention, advocacy, and expansion. You'll partner closely with cross-functional teams, in particular our Sales, Marketing, Product, Revenue Operations, and Enablement teams, to ensure that customers are at the centre of our decisions.

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.

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.
  • 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.

Why SafetyCulture?
  • 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.

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