Manager, Customer Success

Location: Kansas City

SafetyCulture | "Competitive" comp not given

Steph's Notes:

There are two different job titles in this job description, Manager, Customer Success and Customer Success Manager. Which one refers to this role specifically? Your guess is as good as mine.

Also, what's the difference between a Manager of Customer Success, a Manager, Customer Success, and a Customer Success Manager at SafetyCulture?

They repeat their inclusivity statement twice in this JD, and yes, there are still font issues.

At this point, given SafetyCulture's inability to do something as minor as QA their own job descriptions, I'm a little worried about the efficacy of their actual product.

Original Job Description: Manager, Customer Success

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.

About You:

• 5+ years of experience in customer success, account management, or a related field within the SaaS industry
• 2+ years of proven experience managing and coaching a team to achieve performance metrics
• 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, Salesforce)
• Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment

How You Will Spend Your Time:

• Track CSM activities and ensure expectations are being met consistently to drive predictable outcomes 
• Monitor at-risk customers/renewals and ensure CSMs are aligning to risk mitigation process, including engagement of cross functional teams where necessary
• Regularly review CSM calls in Gong and provide feedback to ensure performance expectations are being met and drive continual development of team members 
• Provide regular renewal forecasting updates to Director of Customer Success and proactively flag risks 
• Create playbooks and processes to drive outcomes for the business
• Identify trends in retention, expansion, customer insights, product feedback, etc. and partner with cross-functional stakeholders to develop strategies/initiatives to address key areas of opportunity 
• Partner with the Director of Customer Success to develop and deliver plans to scale Customer Success at SafetyCulture

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 and the local SafetyCulture office
• 401k 
• Generous Medical Insurance plans
• In-house Chef serving up daily breakfast, lunch and snacks
• 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
• Freshly brewed coffee, beers, boutique wines and a range of non-alcoholic beverages
• Quarterly celebrations and team events
• Pickle Ball Court, modern workspace and pet-friendly office
• 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 youYou 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