SafetyIQ

Customer Success Manager

• Own the entire post-sale customer journey — from the moment a contract is signed through implementation, onboarding, adoption, ongoing support, renewal, and expansion.
• Lead and scale a global Customer Success function spanning the United States and Australia, building the teams, playbooks, and operational infrastructure that turn customers into long-term advocates.
• Manage capacity planning, territory/portfolio assignments, and coverage across time zones.
• Own and continuously refine the end-to-end implementation and onboarding methodology, ensuring customers reach first value quickly and predictably.
• Oversee support operations, ensuring SLAs are consistently met or exceeded across regions.
• Identify churn risk early through health scoring and engagement signals, and lead structured save/recovery plays.
• Serve as the internal champion for customers, synthesizing feedback, feature requests, and adoption data into actionable insights for Product and Engineering.
• Build and maintain customer health scoring, lifecycle stages, and early-warning systems.

Head of Customer Success