Senior Customer Success Manager

1 day ago

Sydney, New South Wales, Australia SafetyCulture Full time
This is a Senior Customer Success Manager - Enterprise (Retail / Hospitality) role with SafetyCulture based in Sydney, NSW, AU
== SafetyCulture ==

Role Seniority - senior

More about the Senior Customer Success Manager - Enterprise (Retail / Hospitality) role at SafetyCulture

SafetyCulture is a customer—and product-led SAAS company with an ambitious mission: to empower front-line workers to drive operational excellence and take ownership of their safety and well-being. Our technology platform and products give front-line workers a voice and leaders the visibility to make smart decisions to improve safety, quality, and efficiency.

An awesome opportunity has arisen for a Senior Customer Success Manager to join our team You will be responsible for driving success across our highest opportunity accounts in the Retail / Hospitality industry. You will act as a trusted advisor, ensuring customers maximize the value of our platform, achieve their business goals, and continue to grow their partnership with SafetyCulture.

The ideal candidate will have direct work experience in Retail / Hospitality or a strong track record of managing Enterprise customers in these industries.

How you will spend your time:

  • Serve as a strategic partner to a curated portfolio of Enterprise customers, helping them adopt and maximize 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

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 organization

  • 3+ years of industry experience in Retail / Hospitality or managing Enterprise customers in those industries

  • 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 

More than a job:

  • 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

Office Benfits:

  • 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

Apply for this job

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the SafetyCulture team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities
  • Serving as a strategic partner
  • Understanding customer needs
  • Owning customer retention
Key Strengths
  • Customer relationship management
  • Data analysis
  • Communication skills
  • Industry knowledge
  • Listening skills
  • Adaptability
Why SafetyCulture is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with SafetyCulture not with Hatch.

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