Senior Customer Success Manager

2 weeks ago

London, Greater London, United Kingdom SafetyCulture Full time £60,000 - £100,000 per year
Why join us? We're a global tech company,  just not the kind you're picturing.
Our team of nearly a thousand people wakes up every day to make our product and our customers' lives better. At SafetyCulture, you'll hear "yes, let's give it a shot" more often than "that's not how we do things here."
People join because we're building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We've got the scale and innovation you'd expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast 
The scale is big. But the ownership's personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We're not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fuelled by operational maturity, a clear vision, and a strong focus on AI. 
This is big tech impact, without the big tech ick. If that excites you more than it scares you, you'll fit right in.
An awesome opportunity has arisen for a Hospitality focused, Senior Customer Success Manager to join our team 
You will be responsible for driving success across our highest opportunity accounts. You will act as a trusted advisor, ensuring customers maximise the value of our platform, achieve their business goals, and continue to grow their partnership with SafetyCulture.
The ideal candidate will have a strong track record of managing customers in the hospitality industry.  About you:
  • 10+ years of total work experience with at least 5+ years experience working in a customer facing role, ideally with Enterprise customers or within an Enterprise-level organisation
  • Deep industry experience in the hospitality industry
  • Strong ability to build executive relationships and drive business value for Enterprise customers
  • A background in leveraging data through a variety of tools to inform and execute customer-facing and internal strategies
  • Persuasion and presentation skills, with the ability to communicate up and down an organisation
  • Ability to actively listen, understand customer pain points and take action
  • Thrives in a fast-paced, dynamic environment 
How you will spend your time:
  • Serve as a strategic partner to a curated portfolio of customers, helping them adopt and maximise the value of our solutions
  • Understand customers' business objectives, challenges, and industry-specific needs to drive success
  • Own customer retention, ensuring renewals and reducing churn risk through proactive engagement
  • Identify growth opportunities within existing accounts and collaborate with Sales to drive expansion
  • Leverage deep industry knowledge to provide tailored insights, recommendations, and best practices
  • Advocate for customers internally, influencing product development based on industry trends and customer feedback
  • Contribute to the development of industry-specific playbooks, collateral, and case studies
At SafetyCulture, we care about people and growing the team, through:
  • Equity with high growth potential, and a competitive salary,
  • Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office;
  • 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.
You'll also receive other perks such as:Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policyQuarterly celebrations and team events, including the annual Shiplt global offsiteTable tennis, board games, gym sessions, book club, and pet-friendly offices. We're committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole 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. Thanks to the tireless efforts of the entire SafetyCulture team we've built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK. 
Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you
You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.
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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