Customer Success Strategist

4 days ago

Sydney, New South Wales, Australia SafetyCulture Full time

SafetyCulture is a leading provider of product-led SaaS solutions, dedicated to empowering distributed working teams to achieve excellence.

Headquartered in Sydney, our company has established a presence in six offices worldwide and serves over 1 million users globally.

This role offers an exceptional opportunity for a Senior Customer Success Manager to join our Training team. We believe that every worker deserves access to the knowledge they need to succeed. Partnering with Strategic and Enterprise customers, you will be responsible for delivering value throughout the customer lifecycle. Your mission will be to drive adoption, retention, expansion, and advocacy of our products, directly contributing to SafetyCulture's growth.

Your dedication to our mission and customer-centric approach will ensure seamless and positive experiences for our customers. You will develop specialist knowledge of our Training products and collaborate with cross-functional teams to share innovative ideas on product improvement and drive continuous improvement initiatives.

Key Responsibilities:
  1. You'll manage a portfolio of customers, focusing on proactive product activation and engagement.
  2. Partner with your customers to understand their business objectives and challenges, developing strategies that leverage SafetyCulture solutions.
  3. You'll serve as a Training product expert, advising customers on best practices using our platform.
  4. Collaborate with the sales team to identify opportunities and ensure non-event renewals.
  5. Become a trusted advisor to key stakeholders, enabling exceptional customer experiences.
  6. Advocate for customers by providing feedback to internal teams, influencing the product roadmap to drive adoption and retention.
About You:
  1. A minimum of 5 years' experience in a customer-facing role servicing Enterprise customers.
  2. A background in leveraging data to inform and execute strategies promoting product adoption.
  3. Persuasion and presentation skills, enabling effective communication across organizational levels.
  4. A passion for building lasting relationships with customers and colleagues.
  5. The ability to actively listen, understand customer pain points, and take action.
  6. A preference for working in a fast-paced environment and adapting to changes in roles and responsibilities.
  7. Experience in Ed Tech or the learning industry is desirable.

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