Head of Customer Success

SafetyIQ

Lead the post-sale customer organization at SafetyIQ to ensure measurable business and safety outcomes. Manage a global team and operational infrastructure for customer success.

Posted 7/7/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

5+ years of experience in Customer Success, Professional Services, Account Management, or Support within B2B SaaS.
3+ years leading and developing customer-facing teams, ideally across multiple regions or time zones.
Deep working knowledge of SaaS customer metrics: churn, GRR, NRR, adoption, engagement, and customer health scoring — and a track record of moving them in the right direction.
Proven experience owning renewals and driving retention and expansion outcomes.
Excellent communication and stakeholder management skills, with the ability to engage credibly at every level from frontline users to C-suite executives.
Strong operational mindset: comfortable designing processes, building playbooks, and using data to drive decisions.
Self-starter who thrives in a fast-moving, scaling environment with a bias toward action.

Benefits

Comp & perks

Fully remote & flexible — Work from anywhere, with the flexibility to structure your day around your life.
Competitive compensation — Strong base salary plus performance-based incentives tied to the outcomes you drive.
Global exposure — Work with customers and colleagues across the US, Australia, and beyond.
Growth trajectory — Join a scaling company where high performers grow with the business.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Churn ManagementCustomer Health ScoringImplementation MethodologyOnboarding StrategyRenewal ManagementData-Driven Decision MakingCapacity PlanningEngagement MetricsPlaybook DevelopmentTerritory Management

Soft Skills

Excellent CommunicationStakeholder EngagementSelf-StarterAdaptabilityBias Toward Action