Customer Success Manager

SafetyCulture • FULL_TIME • Sydney • 1w ago

Customer Success Manager

Sydney

Sales & Success – Customer Success /

Full-time Permanent /

Hybrid

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 Customer Success Manager to join our team! Partnering with customers to understand business objectives, you will be dedicated to deliver ROI throughout the entire customer lifecycle. As a trusted advisor you will advocate for our customer’s requirements to internal teams. You will educate customers on new products, features and best practices and provide a level of service that inspires our customers to champion SafetyCulture.

Our Customer Success Managers are responsible for driving adoption, retention, and advocacy of our products contributing to SafetyCulture’s growth, working towards metrics such as customer engagement, expansion and retention.

Your dedication to our mission and customer centric approach will ensure you create seamless and positive experiences for our customers. You will share innovative ideas on product improvement with cross functional teams with a focus on driving continuous improvement initiatives.

How you will spend your time:

You’ll manage a portfolio of customers, with the objective of proactively driving deep product activation and engagement
Collaborate with the Sales Team to identify areas of opportunity and ensure seamless renewals
Partner with your customers to understand their current and future business goals and challenges that translate into strategies utilizing SafetyCulture
Become a trusted advisor to key stakeholders to enable the best customer experience possible
You’ll be a product expert with the ability to advise your customers on best practices using the SafetyCulture platform
Advocate for customers by providing feedback to internal teams to influence the product road map to drive adoption and retention.

About you:

Demonstrable experience working in a customer facing role with results showing an ability to drive engagement and advocacy amongst your customers
A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
Commercially minded and able to identify opportunities that drive value for bother customers and the business
Strong persuasion and presentation skills, with the ability to communicate up and down an organisation
Passionate about building lasting relationships with customers and colleagues
Ability to actively listen, understand customer pain points and take action
Enjoy working in a fast-paced organisation & easily adapt to changes in roles and responsibilities
Curious about technology and product solutions, with the ability to quickly become a subject matter expert