Safetyculture 259mo ago

Customer Success Manager - Scaled (Night Shift)

Manila,ManilaFull-time Permanentmid

Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

Why join us? We’re a global tech company, just not the kind you’re picturing. Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.

Key Responsibilities

As a Customer Success Manager (CSM) - Scaled, you will be responsible for managing a portfolio of 100+ customers, ensuring their success with SafetyCulture.

Technical Tools

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Why join us?

We’re a global tech company, just not the kind you’re picturing. Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.

Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”

People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast.

The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI.

This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in.

The Role

As a Customer Success Manager (CSM) - Scaled, you will be responsible for managing a portfolio of 100+ customers, ensuring their success with SafetyCulture. Your focus will be on customer retention, adoption, and use-case growth by leveraging data-driven insights and scalable customer engagement strategies. You’ll work closely with cross-functional teams to improve customer experiences and drive measurable business impact.

Retention & Expansion: Ensure customers achieve their desired outcomes with SafetyCulture, leading to strong retention and growth in use cases

Driving Product Stickiness: Encourage deep adoption of SafetyCulture by ensuring customers leverage key product features that align with their business goals.

Risk Mitigation: Proactively identify and address risks that could lead to churn by leveraging data insights and customer health metrics.

Scaled Customer Success: Manage a high-volume portfolio (100+ customers) using digital engagement, automation, and strategic interventions.

Data-Driven Decision Making: Analyze customer usage data, health scores, and trends to continuously optimize your customer portfolio and proactively address risks and uncover expansion opportunities.

Tooling & Automation: Leverage customer success tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement.

Customer Advocacy & Value Realization: Ensure customers understand the value of SafetyCulture, providing best practices and recommendations to maximize adoption.

Cross-Functional Collaboration: Work closely with sales, support, and product teams to deliver a seamless customer experience.

5+ years of professional experience, with at least 2-3 years in a Customer Success role (preferably in SaaS or a technology-driven company).

Experience managing a large portfolio of customers at scale, using digital and automated success motions.

Strong analytical skills – ability to interpret customer data and take action.

Proficiency in Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar platforms).Excellent communication and relationship-building skills.

Ability to prioritize and multitask in a fast-paced environment.

This position is based in the Philippines potentially supporting US, EMEA, or APAC based customers. It’s important that you are comfortable working US, EMEA and APAC hours with a diverse global team.

Experience working in B2B SaaS

Familiarity with systems such as Salesforce, Vitally, Gainsight, and Tableau

Experience working with Medium-sized to Enterprise customers at scale

Experience in Communities, forums and communications en masseAbility to go high and wide in a customer’s organization - multithreading

You have familiarity with Bow-tie and SPICED methodology