SafetyCulture

Senior Customer Success Manager – Scaled

SafetyCulture

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Montana • Texas • United States

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Job Level

Senior

About the role

  • Own gross and net retention across a portfolio of ~100 growth-focused accounts
  • Develop and execute scalable engagement strategies that drive adoption, stickiness, and measurable value realization
  • Leverage Gainsight and related tools to design automated plays, monitor health signals, and proactively mitigate churn risk
  • Identify high-growth accounts and partner with Sales to drive expansion opportunities
  • Deliver targeted enablement programs (digital campaigns, webinars, segmented outreach) aligned to customer lifecycle stages
  • Analyze portfolio performance trends and provide strategic recommendations to improve segmentation, engagement models, and growth outcomes
  • Act as a thought partner in shaping and evolving SafetyCulture’s scaled Customer Success strategy
  • Serve as the voice of this customer segment internally, influencing product, marketing, and go-to-market improvements

Requirements

  • Experienced managing high-volume portfolios (50–100+ accounts) within a scaled or pooled Customer Success model
  • Proven success improving retention and driving growth within a lower-spend, high-potential segment
  • Deep experience using Customer Success platforms such as Gainsight (preferred), Totango, ChurnZero, or similar tools to build plays, automate engagement, and monitor health signals
  • Highly analytical, using data to prioritize and guide decision-making
  • Systems-oriented, building repeatable processes rather than relying on manual effort
  • Commercially astute, with strong judgment on where to invest time for maximum impact
  • Strategic thinker who identifies portfolio-wide trends and opportunities
  • Tech-forward, energized by automation, AI, and digital-first engagement models
  • Clear, confident communicator effective in 1:many engagement formats
  • Experience supporting Manufacturing customers is beneficial, but not required
  • Based in/near Austin, TX or Kansas City, MO
Benefits
  • Equity with high growth potential and a competitive salary
  • 401k
  • Generous Medical Insurance plans
  • 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.
  • Quarterly celebrations and team events
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success managementportfolio managementdata analysisengagement strategy developmentretention improvementgrowth strategyprocess automationtrend analysissegmentationhealth signal monitoring
Soft Skills
analytical thinkingstrategic thinkingcommunicationinfluencingjudgmentcollaborationproblem-solvingcustomer advocacyadaptabilityleadership