Full-Time Manager, Customer Success
Safetyculture 2 is hiring a remote Full-Time Manager, Customer Success. The career level for this job opening is Expert and is accepting USA based applicants remotely. Read complete job description before applying.
Safetyculture 2
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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 Dallas, TX.
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