Manager of Customer Success in Manchester

Why join us? We’re a global tech company, just not the kind you’re picturing. 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. Every full‑time team member gets equity - real skin in the game. When we grow, you do too. 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. If that excites you more than it scares you, you’ll fit right in.

The Role: As a Manager of Customer Success, you’ll lead a team of Customer Success Managers who are each responsible for driving success across large portfolios of AMER‑based customers. Your team will focus on customer retention, adoption, and use‑case growth by leveraging data‑driven insights and scalable customer engagement strategies. You'll coach your team to deliver efficient, high‑impact engagement — helping customers realise measurable improvements in safety, productivity, and operational excellence.

Key Responsibilities:

• Retention & Expansion Leadership: Coach your team to ensure customers achieve their desired outcomes with SafetyCulture, resulting in strong retention, deeper use‑case adoption, and expansion opportunities.
• Driving Product Stickiness: Guide CSMs to position key product features that align with customer goals — helping customers realize SafetyCulture’s full value across their operations.
• Risk Mitigation & Escalations: Proactively identify and address renewal risks using customer health scores, behavioral data, and strategic playbooks to safeguard revenue and customer relationships.
• Scaled Customer Success Management: Optimize a high‑volume success motion by blending digital engagement, automation, and targeted human touchpoints — enabling efficiency without sacrificing impact.
• Data‑Driven Team Management: Use customer insights and usage trends to coach your team, prioritize their portfolios, and inform strategies that drive engagement, retention, and advocacy.
• Tooling & Automation: Leverage Customer Success tools (e.g., Gainsight, Salesforce) to drive team efficiency, scale communications, track KPIs, and improve visibility into customer health.
• Customer Advocacy & Value Realization: Ensure customers connect SafetyCulture to real business value — including improved productivity, hours saved, reduced risk, and safer workplaces.
• Cross‑Functional Collaboration: Partner closely with Sales, Product, Support, and Engineering to advocate for customer needs and ensure a seamless customer experience across the journey.
• Team Coaching & Career Development: Mentor and develop CSMs, supporting performance, continuous improvement, and career growth through regular coaching and feedback.
• Strategic Account Support & Planning: Work directly with your team on key account strategies, helping them execute engagement plans that address onboarding, adoption, and long‑term value realization.
• Goal Setting & Performance Management: Establish and iterate on clear KPIs and success metrics for the team, aligning performance with quarterly retention, onboarding, and customer health goals.
• Global & Regional Strategy Execution: 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.
• Customer Feedback & Product Advocacy: Share insights from customer engagements directly with Product and Engineering to influence improvements and roadmap decisions.

What We’re Looking For:

• At least 8 years of Customer Success or Account Management experience, with 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.
• Experience in industries like Construction, Manufacturing, Retail, Hospitality, Logistics, Energy, or Government is a plus.
• Based in Manila and comfortable working AMER timezone hours (Night Shift) with a global team.

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 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.