Director of Customer Success, AMER

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

We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation.

Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe.

Are you a strategic and purpose driven leader motivated to create exceptional customer experience? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment? 

Then we welcome you to join our GTM team as Director of Customer Success.

As the Director of Customer Success, you will play a pivotal role in refining our customer success strategy and ensuring the delivery of a world class experience to SafetyCulture customers. Your commercial mindset and hands on approach will ensure strategic objectives align to company vision and goals with a focus on driving customer retention, advocacy, and expansion.

You will mentor, lead, and inspire an established customer success team and partner with key stakeholders across the organisation to foster an ongoing culture of collaboration, knowledge sharing, and innovation. 

How you will spend your time?

• Manage and lead the AMER Customer Success team, providing guidance, support and mentorship to ensure the team’s success in achieving their goals
• Help the team deliver against quarterly targets around retention, onboarding and customer health
• Refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion and advocacy
• Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health, and retention
• Work directly with team members and customers to ensure our most strategic customers are reaching key objectives
• Engage in close collaboration with senior-level executives, global CS leadership, and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation
• Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations. Through taking ownership and driving impactful initiatives, you will tackle issues like scalable onboarding, retention, and heighten engagement and usage, contributing to our continued growth and success
• Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics

About you:

• Proven Senior Customer Success leadership experience 
• Experience in the SaaS business model, driving business growth through demonstrated practices of reducing churn and contraction and delivering strong NRR growth
• Excellent leadership and team management skills, with a strong background in scaling and leading high-performing Customer Success teams
• Exceptional communication and interpersonal skills, with a passion for building strong relationships with customers and internal stakeholders
• Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of customer success initiatives
• Strategic Innovator, you excel in thinking creatively and generating inventive solutions to overcome challenges
• Proactive leader adept at anticipating challenges, driven by a customer-first philosophy
• Demonstrated expertise in implementing customer success tools while driving iterative changes and fostering a culture of continuous improvement
• You are customer-obsessed and passionate about SafetyCulture’s mission

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
• 401k 
• Generous Medical Insurance plans
• In-house Chef serving up daily breakfast, lunch and snacks
• Wellbeing initiatives such as subsidised fitness programs, EAP services 
• Paid Parental Leave 
• 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
• Freshly brewed coffee, beers, boutique wines and a range of non-alcoholic beverages
• Quarterly celebrations and team events
• Pickle Ball Court, modern workspace and pet-friendly office

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