Customer Success Team Lead

An exciting opportunity has arisen for a Team Lead, Customer Success on our SC Training team in Manchester for a 12 months parental leave cover. We believe that great work happens when every worker gets the knowledge they deserve. Come join our team of passionate people on a mission to democratise training.

Our Customer Success team partners with customers to ensure outcome alignment and value realisation through their use of the SafetyCulture platform. Once onboarded, Customer Success Managers are responsible for driving adoption, retention, expansion and advocacy of SC Training, which directly contributes to SafetyCulture’s goals and growth targets.

Your dedication to our mission, customer-centric approach and dedication to coaching toward best-in-class Customer Success processes and behaviours will ensure consistent target achievement and development of the Customer Success team. You will share innovative ideas and collaborate regularly with cross functional teams, with a focus on driving continuous improvement initiatives.

As the Team Lead, you will have overall regional ownership of our EMEA customers, enabling the team to build and retain successful customer training programs. You will also be the primary owner of your own book of business, ensuring the best possible customer experience to guarantee customer growth, satisfaction, and retention.

About you:

• Prior experience as a Manager of Customer Success teams
• Strong understanding of SaaS business models and Customer Success metrics (GRR, NRR, Net ARR)
• Excellent communication, interpersonal and leadership skills
• Proficiency with Customer Success tools and CRM software (e.g. HubSpot, Vitally, Salesforce)
• Ed Tech or learning industry experience desirable

How you will spend your time:

• Track team activities and ensure expectations are being met consistently to drive predictable outcomes
• Monitor at-risk customer renewals and ensure team is aligning to risk mitigation process, including engagement of cross-functional teams where necessary
• Manage your book of business, ensuring the best possible customer experience to guarantee customer growth, satisfaction, and retention
• Become a training expert with comprehensive knowledge of our product, being a trusted advisor to your customers and lead figure to your team members
• Identify trends in retention, expansion, customer insights, product feedback, etc. and partner with cross-functional stakeholders to develop strategies to address key areas of opportunity
• Partner with the Director of Customer Success to develop and deliver plans to scale SC Training

At SafetyCulture, we care about people and growing the team, through:

• Equity with high growth potential, and a competitive salary,
• Flexible 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.