Director of Customer Success

4 months ago

Manchester, United Kingdom SafetyCulture Full time
SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. Our HQ is in Sydney, and alongside our Manchester office located in the heart of the city centre, we also have a presence in Kansas City, Amsterdam, Manila, and Townsville. With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"Are you a strategic, purpose-driven leader with a track record in SaaS Customer Success? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment? Then we welcome you to join our Go-To-Market team as a Director of Customer Success for our UK and Ireland region. In this role, you will 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 SafetyCulture’s platform.Your commercial mindset and hands-on approach will ensure strategic objectives align to company vision and goals with a focus on driving customer retention, advocacy and expansion. With extensive SaaS CS Leadership experience, you will 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.

How will you spend your time?

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. 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.

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 SafetyCulure?

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. You’ll also receive other perks such as: In-house Culinary Crew serving up daily breakfast, lunch and snacks daily Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages Quarterly celebrations and team events, including the annual Shiplt global offsite Table tennis, board games, books library, and pet-friendly offices. We’re committed to 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 , the and the . You can find out more about life at SafetyCulture via , , and .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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