Customer Success Manager

3 weeks ago

Sydney, New South Wales, Australia SafetyCulture Full time

Customer Success Manager role at SafetyCulture

Overview

SafetyCulture is a global technology company transforming workplaces. Our mission is to help working teams get better every day, giving front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement. We are scaling to reach 100 million users worldwide by 2032 and are looking for a Customer Success Manager (CSM) - Scaled who will manage a portfolio of 100+ customers, focusing on retention, adoption, and use-case growth through data-driven insights and scalable engagement strategies.

Responsibilities
  • Retention & Expansion: Ensure customers achieve their desired outcomes with SafetyCulture, driving retention and growth in use cases.
  • Driving Product Stickiness: Promote deep adoption of SafetyCulture by helping customers leverage key features aligned with their goals.
  • Risk Mitigation: Identify and address risks that could lead to churn using data insights and health metrics.
  • Scaled Customer Success: Manage a high-volume portfolio (100+ customers) using digital engagement, automation, and strategic interventions.
  • Data-Driven Decision Making: Analyze usage data, health scores, and trends to optimize the portfolio and uncover expansion opportunities.
  • Tooling & Automation: Use CS tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement.
  • Customer Advocacy & Value Realization: Communicate the value of SafetyCulture and share best practices to maximize adoption.
  • Cross-Functional Collaboration: Partner with Sales, Support, and Product to deliver a seamless customer experience.
About You
  • 5+ years of professional experience, including 2-3+ years in a Customer Success role (preferably in SaaS or a technology-driven company).
  • Experience managing a large portfolio of customers at scale using digital and automated motions.
  • Strong analytical skills to interpret customer data and take action.
  • Proficiency with Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar).
  • Excellent communication and relationship-building skills.
  • Ability to prioritize and multitask in a fast-paced environment.
Benefits & Perks
  • Equity with high growth potential and a competitive salary.
  • Flexible working arrangements with options to work from home or the local office.
  • Access to training and development opportunities; Hackathons, Workshops, Lunch & Learns.
  • Community involvement, open source opportunities, talks and events, and exposure to new technologies.
  • In-house Culinary Crew with daily breakfast, lunch and snacks.
  • Wellbeing initiatives including subsidised fitness programs and generous parental leave.
  • Quarterly celebrations and team events, including a global offsite.
  • Recreational activities and pet-friendly offices.

We're committed to building inclusive teams and cultivating belonging. We welcome candidates with potential even if they do not meet every listed requirement. We prioritise inclusion and encourage you to apply if this role resonates with you.

You can learn more about life at SafetyCulture via YouTube, Twitter, Instagram and LinkedIn.

Additional Information

Licensing/Regulatory: This employer participates in E-Verify and provides Form I-9 information to confirm work authorization in the U.S. Instructions are provided if there is a need to resolve authorization issues.

Other: We do not accept resumes or partnership opportunities from recruitment agencies. Unsolicited resumes may not be considered for fees. This is a general posting and the company will assess all applicants.


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