Manager, Customer Success EMEA 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. 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.

An opportunity has arisen for a Manager, Customer Success to join our EMEA team. 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 our product, directly contributing to SafetyCulture’s goals and growth targets. As Manager, Customer Success, your dedication to our mission, customer‑centric approach, and commitment to elevating Customer Success standards and ways of working will ensure consistent target achievement and the continued development of the team. You’ll also share innovative ideas and collaborate regularly with cross‑functional teams, with a focus on driving continuous improvement initiatives.

About You

You are a people‑first leader who fosters a culture of accountability, development, and continuous improvement. You will bring:

• A strong understanding of SaaS business models and Customer Success metrics (GRR, NRR, Net ARR)
• Excellent communication, interpersonal, and leadership skills
• The ability to analyse customer data, develop insights, and drive strategic initiatives
• Proficiency with Customer Success tools and CRM software (e.g., Gainsight, Salesforce)

You are dedicated to developing high‑performing Customer Success Managers and embedding best‑in‑class processes and standards across the team, while maintaining a strong customer‑centric mindset aligned to our mission.

In this role you will:

• Inspire, coach and mentor a team of Customer Success Managers to drive adoption, business outcomes, and long‑term value for their customers
• Ensure a proactive and consultative approach to customer engagement, driving successful renewals and expansion opportunities
• Act as an executive sponsor for key accounts, modelling best‑in‑class engagement and strategic account management
• Partner with Sales, Product, Support, and Marketing teams to improve customer experience and advocate for customer needs
• Consistently review CSM calls in Gong, providing feedback to uphold performance standards and foster continuous team development
• Proactively communicate customer retention risks and partner with team members on long‑term mitigation strategies
• Establish and refine CSM playbooks, processes, and best practices, ensuring consistency and scalability across the team
• Analyse customer data to identify trends, risks, and opportunities, implementing strategies to enhance customer experience, retention and expansion

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
• Access to our Leadership Academy as part of your ongoing growth and development journey

You’ll Also Receive Other Perks Such As

• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
• Quarterly celebrations and team events
• Gym sessions, book club, pet‑friendly offices and more

If you are interested in exploring this opportunity, we encourage you to apply via the internals career link. Should you have any questions, please feel free to reach out to Siobhan Worley in the Talent Acquisition team.