Safetyculture 222d ago

Director, Customer Success

Australia·Sydneyexecutive

OtherDirector

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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.

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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.

Are you a strategic, purpose-driven leader with a track record in SaaS Customer Success? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment?

Then we welcome you to join our Go-To-Market team as a Director of Customer Success for our APAC region. In this role, you will play a pivotal role in contributing to and delivering on the vision and strategy of the customer lifecycle to ensure each customer achieves their desired outcomes and maximises value in SafetyCulture’s platform.

Your commercial mindset and hands-on approach will ensure alignment to company vision and goals with a focus on driving customer retention, advocacy and expansion. With extensive SaaS CS Leadership experience, you will work closely with our Customer Experience Teams (Onboarding and Implementation, Support and Customer Operations) and partner with our cross-functional teams, in particular our Sales, Marketing, Product, Revenue Operations, and Enablement teams, to ensure that customers are at the centre of our decisions.

Manage and lead the APAC Customer Success function, providing guidance, support and mentorship to ensure the team’s success in achieving their goals

Help the team deliver against retention and expansion targets

Help refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion and advocacy

Own risk identification, risk mitigation and forecasting for the APAC Customer Success function

Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health and key risk initiatives

Work closely with the global CS leaders to create and deliver a globally aligned approach and program for Customer Success, with local nuance as appropriate

Engage in close collaboration with global CS leadership, senior leadership and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation

Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations

Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics

Proven senior leadership experience in customer success as a CS leader of leaders

Demonstrated ability to build and scale a high-performing CS team across the APAC region

Hands on approach to leadership. Willingness to learn our product and be able to help customers directly with product

functionality when needed. Willingness to dig in and help create processes and playbooks where needed

Deep expertise in working across different customer segments and building customer success at scale; Demonstrated experience using AI to scale customer success

Strong strategic thinking and business acumen, with the ability to translate market insights into actionable customer strategies

You use data, AI, empathy and good judgement to guide your approach to solving problems

Exceptional communication, collaboration, negotiation, and presentation skills

Results-oriented mindset with a focus on driving customer value and revenue growth

Contract negotiation and revenue forecasting experience

Deep understanding of SaaS business models, customer lifecycle management, and customer success strategies

Experienced in CS and sales processes, methodologies and frameworks

Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity including in a matrixed environment

Ability to participate in regular meetings with our global team members

Ability to travel to customers and our global locations

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

In-house Culinary Crew serving up daily breakfast, lunch and snacks

Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages

Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy

Quarterly celebrations and team events, including our Shiplt global offsite

On-site gym, table tennis, board games, books library, and pet-friendly offices

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK .

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you.

You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.

To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.