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Manager of Customer Success and Implementation

SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. Our HQ is in Sydney, and alongside our Amsterdam office located in the heart of the city centre, we also have a presence in London, Manchester, Kansas City, Austin, Manila, Melbourne, and Townsville. 


With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"


Are you a strategic and purpose driven leader motivated to deliver exceptional customer outcomes? 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 team as Manager of Customer Success and Implementation for Europe!


In this role, you'll play a pivotal part in enabling our Team to ensure that our customers are set up for success providing onboarding and customer success experiences that delight SafetyCulture customers. Your business acumen and hands on approach will be evident as you mentor, lead and grow our European customer success and implementation team and partner with key stakeholders across the organisation to foster an ongoing culture of collaboration, knowledge sharing and innovation.


What you'll be doing
  • Manage and lead the Customer Success and Implementation team for Europe, providing guidance, support, clear operating mechanisms and coaching to ensure the team’s success in achieving their goals
  • Establish best practices for the team in discovering business needs, implementing and onboarding customers and ensuring that customers are set up for success with SafetyCulture 
  • Articulate change management and training services for customers and ensure team members are positioned to deliver these services across different user types across customers
  • Work closely with Pre-Sales and Customer Success Engineers to ensure effective onboarding of customers 
  • Refine and execute a customer success approach that delights and maximises value for our customers
  • Monitor and track essential customer success indicators, metrics, and goals, delivering regular reports to leadership on key metrics
  • Engage in close collaboration with senior-level executives, global Customer Success leadership, and key stakeholders to align customer success initiatives with broader customer and business goals and amplify our influence throughout the organisation
  • Inspire your team by championing resourcefulness, adaptability, and continual improvement, 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


What you'll bring
  • Prior leadership and team management experience, with a strong background in scaling and leading high-performing Customer Success teams
  • Experience in the SaaS industry across multiple countries in Europe in both onboarding and implementation proving you have set customers up for success
  • Exceptional communication, presentation, and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
  • Strong project management skills
  • Clear understanding of technical foundations of a SaaS business, including integrations, APIs, etc
  • Effective stakeholder management skills, and ability to build and maintain positive relationships across all levels of organisations
  • Strong commercial acumen
  • Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of initiatives
  • Demonstrated expertise in using customer success tools while driving iterative changes and fostering a culture of continuous improvement
  • Ideally, business level fluency in another European language as well as a technical background
  • Last but not least, a customer obsessed mindset, and passion for SafetyCulture’s mission


What we offer
  • Hybrid working arrangement with a generous lunch reimbursement for in-office days;
  • 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.
  • Wellbeing initiatives such as wellness sessions, EAP services and generous parental leave policy
  • And last, our quarterly celebrations and team events, including the annual Shiplt global team offsite


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 YoutubeTwitterInstagram 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.

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CEO of SafetyCulture
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Luke Anear
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Average salary estimate

$100000 / YEARLY (est.)
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$80000K
$120000K

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What You Should Know About Manager of Customer Success and Implementation, SafetyCulture

At SafetyCulture, we’re on the lookout for a dynamic Manager of Customer Success and Implementation to join our Amsterdam team! Our mission revolves around empowering frontline workers to drive operational excellence and enhance safety and wellbeing. As a strategic leader, you will play a crucial role in ensuring our customers receive exceptional onboarding and ongoing support, cultivating joy among SafetyCulture users. Your work will involve mentoring a talented Customer Success and Implementation team across Europe, establishing best practices in customer engagement, and maintaining strong partnerships with internal stakeholders. You’ll be pivotal in refining our approach to customer success, tracking performance metrics, and delivering insightful reports to leadership. At SafetyCulture, we value innovation and teamwork, so your ability to foster collaboration and resourcefulness in your team will be key to your success. If you're passionate about leading high-performing teams, have experience in the SaaS space, and possess a customer-obsessed mindset, we’d love to have you on board! Besides a supportive work environment, we offer professional development opportunities, well-being initiatives, and a hybrid working arrangement that respects your needs. Join us in making a difference and turning customer challenges into victories!

Frequently Asked Questions (FAQs) for Manager of Customer Success and Implementation Role at SafetyCulture
What are the key responsibilities of the Manager of Customer Success and Implementation at SafetyCulture?

The Manager of Customer Success and Implementation at SafetyCulture is responsible for overseeing the Customer Success and Implementation team in Europe, ensuring optimal onboarding experiences for clients and continuous support. This includes establishing best practices, managing change initiatives, collaborating with Pre-Sales and Customer Success Engineers, and analyzing performance metrics to drive improvements.

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What qualifications are required for the Manager of Customer Success and Implementation role at SafetyCulture?

Candidates for the Manager of Customer Success and Implementation role at SafetyCulture should possess prior leadership experience in a Customer Success environment, particularly in the SaaS industry. Strong communication skills, project management expertise, a solid understanding of technical SaaS foundations, and the ability to manage stakeholders at all levels are essential for this position.

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What skills are valued for the Manager of Customer Success and Implementation position at SafetyCulture?

SafetyCulture values skills such as exceptional interpersonal communication, analytical thinking, and project management for its Manager of Customer Success and Implementation role. A customer-focused attitude, experience with customer success tools, and the ability to leverage data for decision-making are also crucial for thriving in this environment.

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How does the Manager of Customer Success and Implementation contribute to SafetyCulture's mission?

In the role of Manager of Customer Success and Implementation, you will contribute directly to SafetyCulture's mission by ensuring that customers are effectively onboarded and supported, which in turn drives operational excellence within their organizations. By fostering collaborative relationships and a culture of continuous improvement, you will help empower frontline workers through innovative solutions.

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What does the career development look like for the Manager of Customer Success and Implementation at SafetyCulture?

SafetyCulture supports career development for the Manager of Customer Success and Implementation through various professional training opportunities, participation in workshops and hackathons, and encouragement to engage in community events. This structured support allows leaders to continually enhance their skills while making meaningful contributions to the organization.

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Common Interview Questions for Manager of Customer Success and Implementation
How do you handle challenges in the onboarding process for customers?

When answering this question, emphasize your approach towards identifying potential challenges early in the onboarding process. Discuss your analytical mindset and how you utilize data-driven insights to create solutions that cater to different user types, ensuring a smooth transition and maximizing customer satisfaction.

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Can you describe your leadership style and how it applies to managing a customer success team?

In your response, highlight a collaborative and empowering leadership style that fosters innovation among your team. Talk about your ability to mentor and coach team members to nurture their strengths while addressing areas for improvement, reinforcing a growth mindset suitable for high-performance environments.

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What methodologies do you employ to assess customer success metrics?

Discuss specific frameworks or tools you leverage to evaluate customer success. Mention how you track key performance indicators (KPIs), gather customer feedback, and utilize those insights to refine strategies aimed at improving the overall customer experience.

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How do you prioritize tasks in a high-pressure environment?

Illustrate your approach to prioritizing tasks by discussing how you assess impact and urgency. Mention any tools or techniques you use, such as the Eisenhower Matrix or agile methodologies, to ensure that the team's focus stays aligned with customer needs and business goals.

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Describe a time when you successfully transformed a dissatisfied customer into a satisfied one.

Use the STAR method (Situation, Task, Action, Result) to recount a specific scenario where you identified the root cause of dissatisfaction swiftly, articulated a plan for resolution, and engaged the customer throughout the process, turning their experience positive and ultimately strengthening the relationship.

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What role does communication play in customer success?

Discuss the importance of transparent, proactive, and consistent communication in ensuring customer success. Emphasize how clear messaging helps build trust and encourages collaboration, especially when navigating any implementation or onboarding processes.

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How would you ensure your team stays motivated and engaged?

Talk about the significance of recognizing achievements, setting up regular feedback sessions, and fostering a team culture where innovation is encouraged. Suggest implementing team-building activities or professional development opportunities to keep spirits high.

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In your opinion, what makes a successful customer onboarding experience?

Highlight the key components of successful onboarding, such as personalized attention, clear expectations, ongoing support, and encouraging customer feedback. Discuss the need for adaptability to fit different customer profiles while striving for a seamless experience.

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What do you find most challenging about managing customer success teams, and how do you handle it?

Address potential challenges such as differing customer needs and team dynamics. Discuss strategies you've developed to foster teamwork and encourage open communication, ensuring that all voices are heard effectively in addressing these challenges.

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How would you align your team's goals with the overall objectives of SafetyCulture?

Explain how you typically ensure alignment between your team’s goals and organization-wide objectives through regular strategy meetings, performance reviews, and fostering open communication channels with other departments, thus driving cohesive efforts towards shared success.

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We are helping to turn some of the greatest organisations and events into better places to work. In fact, SafetyCulture technology is used by organisations ranging from the Australian Open to NASA and the United Nations. We know that our products ...

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DATE POSTED
March 13, 2025

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