Customer Success Team Lead, SC Training

SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day.

An exciting opportunity has arisen for a Team Lead, Customer Success on our SC Training team in Sydney. We believe that great work happens when every worker gets the knowledge they deserve. Come join our team of passionate people on a mission to democratize training.

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 SC Training, 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.

As the Team Lead, you will have overall regional ownership of our APAC customers, enabling the team to build and retain successful customer training programs. You will be the primary owner of your own book of business, ensuring the best possible customer experience to guarantee customer growth, satisfaction, and retention.

About you:

• 5+ years of experience in Customer Success or Account Management servicing enterprise customers 
• Strong understanding of SaaS business models and Customer Success metrics (GRR, NRR, Net ARR) 
• Excellent communication, interpersonal and leadership skills
• Proficiency with Customer Success tools and CRM software (e.g. HubSpot, Vitally, Salesforce)
• Ed Tech or learning industry experience desirable 

How you will spend your time:

• Track team activities and ensure expectations are being met consistently to drive predictable outcomes
• Monitor at-risk customer renewals and ensure team is aligning to risk mitigation process, including engagement of cross-functional teams where necessary
• Manage your book of business, ensuring the best possible customer experience to guarantee customer growth, satisfaction, and retention
• Become a training expert with comprehensive knowledge of our product, being a trusted advisor to your customers and lead figure to your team members
• Identify trends in retention, expansion, customer insights, product feedback, etc. and partner with cross-functional stakeholders to develop strategies to address key areas of opportunity
• Partner with the Director of Customer Success to develop and deliver plans to scale SC Training

More than a job:

• 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

Office Benefits:

• In-house Culinary Crew serving up daily breakfast, lunch and snacks
• Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
• 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
• On-site gym, table tennis, board games, books library, and pet-friendly offices