Customer Success Program Lead

SafetyCulture is a customer—and product-led SAAS company with an ambitious mission: to empower front-line workers to drive operational excellence and take ownership of their safety and well-being. Our technology platform and products give front-line workers a voice and leaders the visibility to make smart decisions to improve safety, quality, and efficiency.

As Customer Success Program Lead, you will own the design, project management, and delivery of customer programs - digital and otherwise - that support the global CS managed base. The impact of these programs cover the entire customer journey, from onboarding to ongoing engagement, and aims to provide a differentiated customer experience that aligns with both internal segmentation and customer needs.

You will work closely with our regional CS leaders to identify and continuously iterate on the programs and automations that support the customer experience at scale. You will provide support to the Director of Customer Operations in evaluating current customer programs and planning future initiatives for the CS organisation.

• Program Design and Delivery
• Plan and design program initiatives for customers based on actual customer data and identify experience gaps, including expected impact to the business
• Deliver agreed initiatives, and collaborate closely with adjacent teams as needed including Marketing, RevOps, Data Analytics, etc
• Use customer data to plan and produce both live and recorded video resources for the Managed customer base, covering both onboarding and ongoing management and best practices
• Create and maintain 1:many resources made for managed customers, and collaborate with other teams as needed (Knowledge, PMK, VX, etc)
• Track utilisation of resources and continuously gather feedback
• Ensure relevance of content for customers - prioritising a personalised and targeted experience where it makes sense - as well as alignment with business direction, taking into account differences in market size, customer spend and segmentation, industry focus and trends, among others

• Technical Delivery and Support
• Act as the main point of contact on behalf of the Customer Operations team to promote adoption and manage improvement requests for the CS tool
• Support maintenance of the CS tool and liaise closely with the assigned RevOps Systems Manager to make sure integrations with other key systems are up to date and reflect accurate data for CS teams

• Represent the global CS team for both new and existing business processes that need to be built in the CS tool
• Work closely with Data and Analytics to support the roll out and adoption of data models created by the DA team for the CS organisation

• Internal Team Enablement & Feedback Loop
• Regularly check on teams’ enablement requirements and deliver refresher sessions as needed

• Review automation effectiveness by assessing live playbooks and other automations used by the Tech Touch team

• Organise regular updates and progress sent to global CS organisation to communicate new roll outs and program trials happening across regions

• Liaise with regional CS leaders on customer journey feedback and automations, organise requests for the program and CS tool usage, and create a cadence to deploy commonly requested improvements

• Work closely with RevOps Systems to effectively and promptly communicate tooling updates to CS teams

• Proven experience in a similar Customer Success Program Lead role, with a strong focus on designing and delivering scalable customer success programs.
• Strategic and data-driven, with a focus on creating tailored experiences that drive engagement and maximize customer value.
• Strong project management capabilities, collaborating across teams like CS, Marketing, RevOps, and Data Analytics.
• Ability to use data insights to address customer pain points and drive business outcomes.
• Experienced in creating and managing live/recorded content and 1:many resources for diverse customer segments.
• Proficient in CS tools, integrations, and improving internal systems and processes.
• Excellent communicator, skilled in team enablement through training, feedback, and updates.
• Stay up-to-date with industry trends, focusing on continuous improvement, automation, and innovation.

• 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 the annual Shiplt global offsite
• On-site gym, table tennis, board games, books library, and pet-friendly offices