Manager of Customer Success and Implementation

SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. Our HQ is in Sydney, and alongside our Amsterdam office located in the heart of the city centre, we also have a presence in London, Manchester, Kansas City, Austin, Manila, Melbourne, and Townsville. 

With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"

Are you a strategic and purpose driven leader motivated to deliver exceptional customer outcomes? 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 team as Manager of Customer Success and Implementation for Europe!

In this role, you'll play a pivotal part in enabling our Team to ensure that our customers are set up for success providing onboarding and customer success experiences that delight SafetyCulture customers. Your business acumen and hands on approach will be evident as you mentor, lead and grow our European customer success and implementation team and partner with key stakeholders across the organisation to foster an ongoing culture of collaboration, knowledge sharing and innovation.

• Manage and lead the Customer Success and Implementation team for Europe, providing guidance, support, clear operating mechanisms and coaching to ensure the team’s success in achieving their goals
• Establish best practices for the team in discovering business needs, implementing and onboarding customers and ensuring that customers are set up for success with SafetyCulture 
• Articulate change management and training services for customers and ensure team members are positioned to deliver these services across different user types across customers
• Work closely with Pre-Sales and Customer Success Engineers to ensure effective onboarding of customers 
• Refine and execute a customer success approach that delights and maximises value for our customers
• Monitor and track essential customer success indicators, metrics, and goals, delivering regular reports to leadership on key metrics
• Engage in close collaboration with senior-level executives, global Customer Success leadership, and key stakeholders to align customer success initiatives with broader customer and business goals and amplify our influence throughout the organisation
• Inspire your team by championing resourcefulness, adaptability, and continual improvement, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations
• Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics

• Prior leadership and team management experience, with a strong background in scaling and leading high-performing Customer Success teams
• Experience in the SaaS industry across multiple countries in Europe in both onboarding and implementation proving you have set customers up for success
• Exceptional communication, presentation, and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
• Strong project management skills
• Clear understanding of technical foundations of a SaaS business, including integrations, APIs, etc
• Effective stakeholder management skills, and ability to build and maintain positive relationships across all levels of organisations
• Strong commercial acumen
• Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of initiatives
• Demonstrated expertise in using customer success tools while driving iterative changes and fostering a culture of continuous improvement
• Ideally, business level fluency in another European language as well as a technical background
• Last but not least, a customer obsessed mindset, and passion for SafetyCulture’s mission

• Hybrid working arrangement with a generous lunch reimbursement for in-office days;
• 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.
• Wellbeing initiatives such as wellness sessions, EAP services and generous parental leave policy
• And last, our quarterly celebrations and team events, including the annual Shiplt global team offsite

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.