SafetyCulture

Manager, Customer Success – EMEA

SafetyCulture

full-time

Posted on:

Location Type: Hybrid

Location: Manchester • United Kingdom

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About the role

  • Inspire, coach and mentor a team of Customer Success Managers to drive adoption, business outcomes, and long-term value for their customers
  • Ensure a proactive and consultative approach to customer engagement, driving successful renewals and expansion opportunities
  • Act as an executive sponsor for key accounts, modelling best-in-class engagement and strategic account management
  • Partner with Sales, Product, Support, and Marketing teams to improve customer experience and advocate for customer needs
  • Consistently review CSM calls in Gong, providing feedback to uphold performance standards and foster continuous team development
  • Proactively communicate customer retention risks and partner with team members on long-term mitigation strategies
  • Establish and refine CSM playbooks, processes, and best practices, ensuring consistency and scalability across the team
  • Analyse customer data to identify trends, risks, and opportunities, implementing strategies to enhance customer experience, retention and expansion

Requirements

  • A strong understanding of SaaS business models and Customer Success metrics (GRR, NRR, Net ARR)
  • Excellent communication, interpersonal, and leadership skills
  • The ability to analyse customer data, develop insights, and drive strategic initiatives
  • Proficiency with Customer Success tools and CRM software (e.g., Gainsight, Salesforce)
  • You are dedicated to developing high-performing Customer Success Managers and embedding best-in-class processes and standards across the team, while maintaining a strong customer-centric mindset aligned to our mission.
Benefits
  • 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
  • Access to our Leadership Academy as part of your ongoing growth and development journey
  • Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
  • Quarterly celebrations and team events
  • Gym sessions, book club, pet-friendly offices and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS business modelsCustomer Success metricsdata analysisstrategic initiatives
Soft Skills
communication skillsinterpersonal skillsleadership skillscoachingmentoringcustomer-centric mindset