customer success Team LeadSafetyCulture

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.
iAuditor was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We're excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We're looking for talented and mission-driven people to drive that growth.
At SafetyCulture, we seek to do our best work every day, so our customers can do the same. Our mission - and your opportunity - is to help solve problems that fundamentally change how people work. In short, to discover, create, inspire and shape a better workplace for all.
It's an ambitious goal, but collaboration is key to unlocking the future of work. We're building out diverse, high-performing interdisciplinary teams that leave a positive impact on company culture. We are growing fast and looking for self-motivated people that value collaboration, trust, growth, and learning to join our team.
What you'll be doing:
Leadership
Provide functional coaching and mentorship around Customer Success performance, enabling the team to level-up in their careers
Work with team on account strategy and help them execute on that plan
Partner with different business units and key stakeholders to discuss customer challenges, product improvement and all things iAuditor.
Support the team in delivering against quarterly targets around retention, onboarding and customer health
Own and drive high impact initiatives that solve problems like scalable onboarding, retention, and increasing engagement and usage
Motivate and support the team, you understand the human element that comes with good leadership
Establish, drive, and iterate on metrics and KPI's for the team. We can only improve what we can measure.
Strategy
Work with Manila Head of Success on growth strategy
Assist global Customer Success Leadership in executing a success strategy that helps SafetyCulture achieve its growth goals and aligns with our values.
Measure results, analyse and articulate findings to key stakeholders
Partner with Customer Success leaders in Sydney, Manchester, and Kansas City to drive the best possible customer experience in regards to onboarding, customer retention as well as engagement post-implementation for new and existing customers.
Advocate for the customer's needs cross-departmentally, partnering closely with product and engineering teams based in Australia.
Customer Impact
Be an advocate for our customer needs and help teams understand how we could improve, based on customer feedback.
Share customer feedback and insights uncovered through the engagement calls with the product and engineering teams
Work closely with all parts of the SafetyCulture team, including Engineering, Support, and Product.
Share customer feedback and insights uncovered through the engagement calls with the product and engineering teams
Coach the team on providing a level of service that inspires our customers to champion iAuditor to other potential customers.
What you'll need
At least 2-3 years leadership experience in Customer Success or an equivalent field
Experience in the SaaS business model, delivering SaaS solutions for customers
A history of leveraging data through a variety of tools to inform and execute strategies that encourage the adoption of iAuditor
Quantitative skills, experience and preference making decisions based on data
Experience articulating a vision, strategy, and plans with the ability to communicate up and down an organisation
Ability to interact with teams at SafetyCulture varying in levels of technical and non-technical conversations
Demonstrated organisational and operational skills that allow you to manage customers and teams at scale
Who you are
Customer-obsessed, you are passionate about SafetyCulture's mission and delivering a great experience to customers.
Giving and receiving honest feedback on a regular basis is something you are comfortable doing and encourage often.
Playfully competitive, you will be working with a high performing team who like to win (as individuals but mostly together). Encourage excellence and have a great time doing it.
You strive to be outside of your comfort zone and test new ideas, you're a lifelong learner.
There are many examples in your career history when you've had to demonstrate perseverance and grit. We've accomplished incredible things at SafetyCulture and we are only just getting started.
Find out more about today.
- We're operating at a scale few other companies are, and you'll be doing challenging work that impacts millions every day and helps to move the world forward
- We have and plentiful investors knocking on our doors
- We have HUGE ambitions. We aren't scared to aim for tens of millions of by 2025. Disrupting the insurance industry is a key part of us achieving this ambition
- We operate within a largely untapped market with endless possibilities and we are a part of a new, exciting wave of insurtech companies that focus on risk mitigation
- We know a thing or two about making our happy, and we go the extra mile connecting our people to our mission
Location
We are located in the Insular Life building in Ayala Avenue Makati City, just across Ayala Triangle. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our .
Check out our and pages to get a glimpse of the SafetyCulture life!
The Company
SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester and Manila.
Our first product, iAuditor, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact iAuditor can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.
This is an exciting time in SafetyCulture's history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We've raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.
At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day.
You can find out more about life at SafetyCulture via , , and .
SafetyCulture

Manila City, Metro Manila
Permanent
Full-time