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Senior Customer Success Manager

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SafetyCulture

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Location:
United States , Austin ▼

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

An exciting opportunity has arisen for a Senior Customer Success Manager (CSM) to join our team! You’ll drive success across some of our most strategic Enterprise customers in the Retail and Quick Service Restaurant (QSR) industries. As a trusted advisor, you’ll ensure customers maximize the value of our platform, achieve measurable business outcomes, and expand their long-term partnership with SafetyCulture. We’re looking for someone who thrives on building deep relationships within complex, multi-site organizations and partnering closely with senior stakeholders to deliver tangible business

Job Responsibility:

  • Serve as a strategic partner to a curated portfolio of Enterprise Retail & QSR customers, driving adoption and measurable success
  • Understand customers’ business objectives, challenges, and industry context, using insights to guide their journey
  • Own customer retention, proactively identifying and mitigating churn risk while ensuring renewals
  • Partner with Sales and other internal teams to uncover and drive expansion opportunities within existing accounts
  • Use your industry expertise to deliver tailored recommendations, best practices, and thought leadership
  • Act as the voice of the customer internally - influencing product direction based on real-world needs and opportunities
  • Contribute to industry playbooks, case studies, and enablement materials that elevate customer outcomes and team capability

Requirements:

  • Proven experience managing large-scale, strategic customer relationships within complex Enterprise environments
  • Relevant industry experience in Retail or QSR, or managing Enterprise customers in those industries, is considered a strong value add
  • Strong learning mindset and the ability to rapidly understand new industry dynamics
  • Ability to navigate multiple senior stakeholders (VP level and above), aligning solutions to strategic business goals
  • Confidence in engaging at the C-suite level to drive value and influence decisions
  • Skilled at leveraging data and insights to shape strategy, measure outcomes, and demonstrate ROI
  • Exceptional communication, persuasion, and presentation abilities, with a knack for simplifying complex ideas
  • A proactive, outcomes-driven mindset - comfortable operating in a fast-paced, dynamic environment
What we offer:

Equity for every full-time team member

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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