Manager, Customer Success- Austin, TX

SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day. 

We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation.

Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe.

An awesome opportunity has arisen for a Manager, Customer Success to join our team! 

Our Customer Success team partners with customers to ensure outcome alignment and value realization through their use of the SafetyCulture platform. Once onboarded, Customer Success Managers are responsible for driving adoption, retention, expansion and advocacy of our product, which directly contributes to SafetyCulture’s goals and growth targets. 

Your dedication to our mission, customer centric approach and dedication to coaching toward best in class Customer Success processes and behaviors will ensure consistent target achievement and development of the Customer Success team. You will share innovative ideas and collaborate regularly with cross functional teams with a focus on driving continuous improvement initiatives. Our US Headquarters are in Kansas City, but this position can be remote in Austin, TX.

About You:

• Experienced leader with a track record of building and developing high-performing customer success teams focused on enterprise customers
• A people-first leader who fosters a culture of accountability, development, and continuous improvement
• Proven track record of managing Enterprise or Strategic accounts with high ARR/high opportunity to expand 
• Strong understanding of SaaS business models and Customer Success metrics (GRR, NRR, Net ARR)
• Excellent communication, interpersonal, and leadership skills
• Ability to analyze data, develop insights, and drive strategic initiatives
• Proficiency with customer success tools and CRM software (e.g., Vitally/Gainsight, Salesforce)
• Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment
• Experience working in large enterprise organizations (10k+ employees) as well as scaling organizations is desirable
• Industry experience in Construction, Manufacturing, Retail, Hospitality, Transportation, Logistics, Energy  or Government and Municipalities is very desirable 
• Located in Austin, TX 

How You Will Spend Your Time:

• Inspire, coach and mentor a team of Enterprise Customer Success Managers to drive adoption, business outcomes, and long-term value for their customers
• Ensure a proactive and consultative approach to customer engagement, driving successful renewals and expansion opportunities
• Act as an executive sponsor for key accounts, modeling best-in-class engagement and strategic account management
• Partner with Sales, Product, Support, and Marketing teams to improve customer experience and advocate for customer needs
• Consistently review CSM calls in Gong, providing feedback to uphold performance standards and foster continuous team development
• Proactively communicate customer retention risks and partner with team members on long-term mitigation strategies
• Establish and refine Enterprise CSM playbooks, processes, and best practices, ensuring consistency and scalability across the team
• Analyze customer data to identify trends, risks, and opportunities, implementing strategies to enhance customer experience, retention and expansion

Benefits:

• 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
• 401k 
• Generous Medical Insurance plans
• Wellbeing initiatives such as subsidised fitness programs, EAP services 
• Paid Parental Leave 
• 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
• Quarterly celebrations and team events
• 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.

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.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. E-Verify Works for Everyone. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 or dhs.gov/e-verify