✓ Global VP of Customer Success
vor 2 Wochen
As we continue to rapidly scale a newly created opportunity has arisen for an experienced Global VP of Customer Success to join our Go-To-Market leadership team.
In this role, you’ll have an exciting opportunity to bring together our CS teams under one leader to unify our customer experience journey. You will be responsible for the vision and strategy of the customer lifecycle to ensure each customer achieves their desired outcomes and maximises value in SafetyCulture’s platform. You will also be responsible for growing and developing our teams and processes as we scale globally.
We’re looking for someone who is able to promote the things that our customers care about and ensure that we are providing them with an excellent experience from the start of their journey with us. With extensive demonstrated global SaaS CS Leadership experience, you will partner closely with cross-functional global teams, in particular our Sales, Marketing, Product, Revenue Operations and Enablement teams, to ensure that customers are at the centre of our decisions.
What will I be doing
- Be the primary advocate for our customers, ensuring their success and satisfaction with our platform
- Develop and execute a global customer experience strategy in alignment with our company goals
- Lead, mentor and manage our global Customer Success and Onboarding teams
- Oversee the customer journey, from onboarding to ongoing support and renewal, ensuring a seamless and positive experience at each touchpoint
- Gather and analyse customer feedback to identify areas for improvement in products, services, or processes, and collaborate with relevant departments to implement necessary changes
- Work closely with Sales, Marketing, Product and Engineering and other relevant departments to align efforts and ensure a consistent and cohesive customer experience
- Define and monitor key performance indicators to measure the success of customer experience initiatives
What do I need
- 10+ years of relevant experience, with a proven track record of success as a CS leader of leaders
- Demonstrated ability to build and scale high-performing CS teams, ideally from a PLG SaaS company
- Having deep expertise in working across different customer segments, in particular Enterprise level accounts
- Experience leading both first and second line leaders, acting as a mentor to all levels of management
- You use data, empathy and good judgement to guide your approach to solving problems
- Strong strategic thinking and business acumen, with the ability to translate market insights into actionable customer strategies
- Exceptional communication, negotiation, and presentation skills
- Results-oriented mindset with a focus on driving customer value and revenue growth
- Contract negotiation and revenue forecasting experience
- Deep understanding of SaaS business models, customer lifecycle management, and customer success strategies
- Experienced in CS/sales process, methodologies and frameworks
- Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity
More than a job
- 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
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