As Principal Customer Onboarding Manager, you will lead onboarding projects, consult with C-Suite stakeholders, drive best practices, and mentor teams to ensure successful implementations and product adoption for enterprise customers.
Why join us?
We’re a global tech company, just not the kind you’re picturing.
Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.
Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”
People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast
The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI.
This is big tech impact, without the big tech ick.
If that excites you more than it scares you, you’ll fit right in.
As Principal Customer Onboarding Manager, you will serve as the primary point of contact for SafetyCulture’s largest and most strategic enterprise customers. You will leverage your project management expertise to ensure timely and successful implementations and product adoption.
This role will build and maintain deep and meaningful relationships with C-Suite stakeholders and executive sponsors, being recognised as a strategic partner that can consult and guide our customers through complex and global rollouts, empowering the SC champions of the future.
How you will spend your time:
- Lead Strategic Onboarding Projects: Independently manage and execute the onboarding process for SafetyCulture's largest, most complex, and strategically important customers, ensuring successful adoption and immediate value realisation.
- Expert Consulting & Solution Design: Serve as a trusted advisor to key customer stakeholders, understanding their unique business needs, designing tailored solutions leveraging our product, and guiding them through effective change management.
- Drive Best Practices & Innovation: Contribute significantly to the evolution of our customer onboarding methodologies, playbooks, tools, and processes. Identify opportunities for efficiency and scalability, and implement solutions that enhance the overall customer experience.
- Cross-Functional Collaboration: Partner closely with Sales, Customer Success, Product Management, Engineering, and Support teams to ensure seamless customer transitions, address technical challenges, and provide critical feedback to inform product development.
- Risk Management & Issue Resolution: Proactively identify potential risks during the onboarding phase, develop mitigation strategies, and effectively resolve complex customer issues, acting as an escalation point when necessary.
- Mentorship & Coaching: Provide guidance, mentorship, and technical expertise to other Customer Onboarding Managers and Implementation Specialists, sharing knowledge and elevating the overall capabilities of the team.
- Performance Monitoring & Insights: Utilise data and metrics to track onboarding progress, identify trends, and provide insights to leadership on customer health, product adoption, and potential areas for improvement.
About you:
- Customer Obsession: A passion for delivering exceptional experiences and helping customers realize measurable outcomes.
- Extensive Experience: 10+ years in Customer Onboarding, Implementation, Professional Services, or Technical Account Management in a B2B SaaS setting.
- SaaS & Technical Expertise: Strong technical knowledge of SaaS platforms, including APIs and integrations, with the ability to articulate technical concepts to non-technical audiences.
- Collaboration skills: Proven track record of collaboration and partnership with Sales Teams in sales and RFP processes
- Enterprise Project Leadership: Experience leading global, cross-functional onboarding initiatives for enterprise clients. Comfortable orchestrating internal teams and partners to deliver customer success.
- Complex Project Leadership: Proven track record of successfully leading and managing complex, multi-stakeholder implementation projects for strategic, enterprise-level customers including global customers. Comfortable acting as the orchestrator of cross functional internal resources (product management, engineering, success, support) and partners to provide customers with the required expertise on demand.
- Stakeholder Management: Deep experience working and communicating with multiple stakeholders across all levels of an organization and holding stakeholders, customers and partners accountable for deliverables.
- Advisor and Trainer: Trusted advisor to customers. Expert at tailoring programs for communication, change management and training at scale to support large businesses as they roll out new solutions.
- Process Improvement Driver: Demonstrated experience in identifying and driving improvements in onboarding or implementation processes.
- Problem-Solving Acumen: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving challenges.
- Mentorship Ability: Experience in mentoring or coaching junior team members and contributing to team knowledge sharing.
- Organisational Excellence: Exceptional time management and multitasking abilities; detail-oriented across multiple concurrent projects.
- Strong Communication Skills: Excellent presentation abilities and active listening skills.
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.
- 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.
You’ll Also Receive Other Perks such as:
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.
Top Skills
APIs
SaaS
Similar Jobs
.png){kind=avatar}
Fintech • Machine Learning • Software • Financial Services
Provide legal advice on OTC derivatives products, lead negotiations, ensure regulatory compliance, and manage global derivative projects while collaborating with various internal teams.
Top Skills:
Isda Master AgreementsSecurities Lending Documentation
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Lead client engagements in Cybersecurity, develop strategies, manage stakeholder relationships, and mentor junior consultants while driving project delivery.
Top Skills:
CybersecurityExcelMicrosoft PowerpointMicrosoft WordThreat Intelligence
Artificial Intelligence • Cloud • Information Technology • Legal Tech • Productivity • Software
The Business Development Representative generates new demand for sales by engaging prospects through various channels, qualifying leads, and supporting account planning with team collaboration.
Top Skills:
DemandbaseLinkedin Sales NavigatorSalesforceSalesloftZoominfo
What you need to know about the Sydney Tech Scene
From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.
