Manager of Customer Success

• Coach your team to ensure customers achieve their desired outcomes with SafetyCulture, resulting in strong retention, deeper use-case adoption, and expansion opportunities
• Guide CSMs to position key product features that align with customer goals — helping customers realize SafetyCulture’s full value across their operations
• Proactively identify and address renewal risks using customer health scores, behavioral data, and strategic playbooks to safeguard revenue and customer relationships
• Optimize a high-volume success motion by blending digital engagement, automation, and targeted human touchpoints — enabling efficiency without sacrificing impact
• Use customer insights and usage trends to coach your team, prioritize their portfolios, and inform strategies that drive engagement, retention, and advocacy
• Leverage Customer Success tools (e.g., Gainsight, Salesforce) to drive team efficiency, scale communications, track KPIs, and improve visibility into customer health
• Ensure customers connect SafetyCulture to real business value — including improved productivity, hours saved, reduced risk, and safer workplaces
• Partner closely with Sales, Product, Support, and Engineering to advocate for customer needs and ensure a seamless customer experience across the journey
• Mentor and develop CSMs, supporting performance, continuous improvement, and career growth through regular coaching and feedback
• Work directly with your team on key account strategies, helping them execute engagement plans that address onboarding, adoption, and long-term value realization
• Establish and iterate on clear KPIs and success metrics for the team, aligning performance with quarterly retention, onboarding, and customer health goals
• Partner with the Manila Head of Customer Success and global CS leaders in Sydney, Manchester, and Kansas City to execute on strategic retention and growth initiatives and deliver consistent customer experiences
• Share insights from customer engagements directly with Product and Engineering to influence improvements and roadmap decisions

• At least 8 years of Customer Success or Account Management experience
• At least 5 years of people leadership experience (preferably in SaaS or a tech-driven company)
• Experience managing Scaled or High-Velocity Customer Success motions, supporting 200+ accounts per CSM
• Strong coaching and team development skills, with a passion for scaling Customer Success practices
• Analytical and data-driven — able to translate insights into action
• Proficiency with Customer Success tools (e.g., Gainsight, Totango, Vitally, Salesforce, ChurnZero)
• Excellent communication, leadership, and cross-functional collaboration skills
• Ability to thrive in a fast-paced, rapidly changing environment
• Based in Manila and comfortable working AMER timezone hours (Night Shift) with a global team

Experience in industries like Construction, Manufacturing, Retail, Hospitality, Logistics, Energy, or Government is a plus

• Catered lunches
• Team events
• Cool merch
• Dogs in the office
• Equity for every full-time team member