The Customer Success Manager manages a large portfolio of customers, ensuring retention, product adoption, and engagement while leveraging data insights and collaborating with cross-functional teams.
SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day and our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.
SafetyCulture is one of the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often!
Great work happens when every worker has the knowledge, tools, and confidence to succeed. Come join our team of passionate people on a mission to create a better way of working.
As a Customer Success Manager (CSM) - Scaled, you will be responsible for managing a portfolio of 100+ customers, ensuring their success with SafetyCulture. Your focus will be on customer retention, adoption, and use-case growth by leveraging data-driven insights and scalable customer engagement strategies. You’ll work closely with cross-functional teams to improve customer experiences and drive measurable business impact.
What will I be doing?
- Retention & Expansion: Ensure customers achieve their desired outcomes with SafetyCulture, leading to strong retention and growth in use cases.
- Driving Product Stickiness: Encourage deep adoption of SafetyCulture by ensuring customers leverage key product features that align with their business goals.
- Risk Mitigation: Proactively identify and address risks that could lead to churn by leveraging data insights and customer health metrics.
- Scaled Customer Success: Manage a high-volume portfolio (100+ customers) using digital engagement, automation, and strategic interventions.
- Data-Driven Decision Making: Analyze customer usage data, health scores, and trends to continuously optimize your customer portfolio and proactively address risks and uncover expansion opportunities.
- Tooling & Automation: Leverage customer success tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement.
- Customer Advocacy & Value Realization: Ensure customers understand the value of SafetyCulture, providing best practices and recommendations to maximize adoption.
- Cross-Functional Collaboration: Work closely with sales, support, and product teams to deliver a seamless customer experience.
About you:
- 5+ years of professional experience, with at least 2-3 years in a Customer Success role (preferably in SaaS or a technology-driven company).
- Experience managing a large portfolio of customers at scale, using digital and automated success motions.
- Strong analytical skills – ability to interpret customer data and take action.
- Proficiency in Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar platforms).
- Excellent communication and relationship-building skills.
- Ability to prioritize and multitask in a fast-paced environment.
At SafetyCulture, we care about people:
- 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;
- 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.
You'll also receive other perks such as:
- In-house Culinary Crew serving up daily breakfast, lunch and snacks
- Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events, including the annual Shiplt global offsite
- Table tennis, board games, gym sessions, book club, and pet-friendly offices.
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
Top Skills
Churnzero
Gainsight
Salesforce
Totango
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