Customer Success Team Manager
SafetyCulture - Manchester
Full-time (Permanent)
Manchester
Published on
8 August 2023
Lead Customer Success Manager
Manchester, Hybrid, (3 Days in Manchester office)
SafetyCulture is a customer and product-lead SAAS 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, Amsterdam and Manila.
We are continuously building a technology platform and products that gives front line workers a voice and leaders the visibility to make smart decisions in driving safety, quality and continuous improvement.Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"
Our values are what we live by and how we behave internally. They define who we are, and are the driving force behind our actions, decisions and behaviours. They are the pillars that support our customers and our people to do their best work everyday, you can find out more via this link - https://safetyculture.com/careers/
We are growing as a company and looking for self-motivated people that value collaboration, trust, growth and are customer obsessed.
We are continuously building a technology platform and products that gives front line workers a voice and leaders the visibility to make smart decisions in driving safety, quality and continuous improvement.Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"
Our values are what we live by and how we behave internally. They define who we are, and are the driving force behind our actions, decisions and behaviours. They are the pillars that support our customers and our people to do their best work everyday, you can find out more via this link - https://safetyculture.com/careers/
We are growing as a company and looking for self-motivated people that value collaboration, trust, growth and are customer obsessed.
As the Customer Success Team Lead, you will have overall regional ownership of our EMEA customers, enabling the team to build and retain successful customer programs on EdApp. You will be the primary owner for your own book of business, ensuring the best possible customer experience to guarantee customer growth, satisfaction, and retention.
What you'll be doing:
- Own regional EMEA customers, enabling the team to make clients successful as well as satisfied
- Manage your book of business, ensuring the best possible customer experience to guarantee customer growth, satisfaction, and retention
- Become an EdApp expert with comprehensive knowledge of our product, being a trusted advisor to your customers and lead figure to your team members
- Define what success means for your customers and produce detailed plans showing a clear roadmap for how to achieve this
- Prescribe the adoption and use of product features and services to the achievement of key customer business outcomes
- Maintain a revenue base by managing account retention and renewal
- Work as part of the team to develop strategies for scale and growth
- Regularly recognise and continue to encourage outstanding individual and team results
- Develop, retain, motivate and support your direct reports and broader global CS team
- Position and support your team to succeed by a sustained focus on our fundamental goals (MAU, NRR and GRR), remove roadblocks, and encourage cross-functional collaboration
- Grow team capabilities through technical & soft skill trainingUse data to identify opportunities and drive improvements in the team
Who you are:
- Ideally Ed Tech or learning industry knowledge
- SaaS experience
- Customer Success best practices, i.e. product adoption, QBRs, customer communication, objection handling
We Care About People:
- At EdApp, we care about people and growing the team, through:
- Equity with high growth potential, and a competitive salaryFlexible 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;
- We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
- You’ll also receive other perks such as:
- In-house Culinary Crew serving up daily breakfast, lunch and snacks
- Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events, including the annual Shiplt global offsite
- Table tennis, board games, Gym sessions, book club, and pet-friendly offices.
