Senior Customer Success Manager - Training - 12 Month MTC

As a Senior Customer Success Manager at SafetyCulture, you will manage a portfolio of Strategic and Enterprise customers, ensuring high product adoption and retention throughout their journey. You will partner with clients to identify their business objectives, provide expert guidance on using the SafetyCulture platform, and act as a trusted advisor to enhance the customer experience. Collaboration with sales teams is crucial to uncover opportunities and facilitate non-event renewals. Your feedback will also shape our product roadmap, ensuring solutions align with customer needs.

To qualify for the Senior Customer Success Manager role at SafetyCulture, candidates should possess a minimum of 5 years of experience in a customer-facing role, particularly with Enterprise customers. A strong background in leveraging data to inform product adoption strategies is essential, along with excellent communication skills and the ability to present ideas effectively across all organizational levels. Experience in the Ed Tech or learning industry is highly desirable, and a passion for building relationships is key to success.

At SafetyCulture, we prioritize the professional growth of our employees, including Senior Customer Success Managers. We offer access to various training and development opportunities tailored to both personal and professional needs. Additionally, our collaborative culture encourages involvement in hackathons, workshops, and community events, allowing you to experiment with new technologies while expanding your skill set. We believe in nurturing talent and providing pathways for advancement.

SafetyCulture boasts a vibrant and inclusive company culture that encourages collaboration and innovation. As a Senior Customer Success Manager, you will be part of a dynamic team that values open communication, teamwork, and mutual support. With a variety of office perks—like daily culinary offerings, wellness initiatives, and team events—you’ll find a stimulating work environment where creativity and fun thrive alongside hard work.

Success for a Senior Customer Success Manager at SafetyCulture revolves around the ability to drive customer engagement and advocacy. Achievements include significantly increasing product adoption rates, fostering strong relationships with key stakeholders, and gathering actionable customer feedback to inform product improvements. You’ll play a vital role in ensuring customers see a tangible ROI from our Training products, contributing directly to the company’s overall growth and success.

When prioritizing customer accounts, I assess the potential for growth, urgency of needs, and overall value of the account to our business. I ensure that high-risk accounts receive immediate attention while also balancing resources to nurture strategic relationships that offer long-term benefits.

Absolutely! In my previous role, I encountered an unhappy customer due to a product issue. I took the time to listen to their concerns, ensured consistent updates on the resolution process, and involved our technical team to fix the issue efficiently. Ultimately, their satisfaction was restored, and we even expanded our services with them thereafter.

To keep customers engaged, I utilize tailored communication strategies such as personalized onboarding, regular check-ins, and providing valuable insights through data analytics. I also advocate for hosting training sessions and workshops that highlight emerging features and best practices relevant to their business objectives.

In difficult conversations, I focus on transparency and empathy. I acknowledge their concerns, provide factual information, and work collaboratively to find solutions. It's crucial to maintain a calm demeanor and foster an environment where the client feels heard and valued.

Data is integral to my approach as it informs strategy and decision-making. I analyze usage metrics to identify adoption trends and areas for improvement. By leveraging data, I can effectively demonstrate ROI to customers and tailor our support to meet their evolving needs.

Collaboration with the sales team is vital. I focus on sharing customer insights and feedback to identify upsell opportunities while aligning our customer success goals with sales objectives. Regular meetings and shared access to customer data foster a cohesive approach to driving success.

To track customer satisfaction, I implement various feedback mechanisms such as surveys, NPS scores, and periodic health checks. Monitoring platforms for real-time customer engagement metrics is also key, as it allows me to proactively address any issues before they escalate.

I stay updated on product changes through regular training sessions, internal communications, and collaboration with the product team. Attending workshops and webinars also enhances my understanding of new features, allowing me to better educate our customers.

My approach focuses on consistently delivering value and maintaining open lines of communication. I make an effort to understand their evolving needs and regularly check in, celebrating their successes along the way. This builds trust and demonstrates my commitment to their success.

To advocate for a customer’s needs, I would gather comprehensive feedback from my interactions and present it to relevant internal teams. I would emphasize the potential impact on retention and growth, ensuring that the customer’s voice is incorporated into our product development process.